Head of Customer Service / AVOR (m/f/d)

Head of Customer Service / AVOR

Are you ready to unlock your potential? At Straumann Group, we are on an exciting journey of growth, innovation, and sustainable impact – driven by our mission to improve oral health and positively change the lives of millions of people worldwide. United by a clear sense and purpose, we give our best every day and live a performance-oriented player-learner culture that fosters collaboration, curiosity, and ambition. Here you have the opportunity to actively shape your professional development, apply your skills purposefully, and continuously develop your willingness to learn. Together, we not only create healthier smiles – we unlock the potential of people worldwide, including our own.

In the role of Head of Customer Service / AVOR, you take full responsibility for the quantity, quality, and performance capability of the Customer Service and Work Preparation area. You design stable, scalable structures and processes that function reliably even under high workload or unexpected events. In doing so, you act as a central interface to upstream and downstream areas and ensure that the overall process – from order receipt to delivery – is implemented efficiently, customer-oriented, and economically.

Your Role

Overall responsibility for quality, punctuality, and output in the Customer Service / AVOR area

Ensuring the quick, complete, and correct clarification and recording of all new orders

Review and evaluation of order parameters regarding completeness, feasibility, and economic viability

Active responsibility for complaint management, customer satisfaction, and proactive customer communication

Monitoring ongoing orders including schedule control and coordination of express cases

Ensuring correct billing and smooth shipping

Technical and disciplinary leadership as well as continuous development of team members

Establishing clear communication standards in customer contact

Function as a central contact person for complex or extensive technical issues

Close cooperation with adjacent areas focusing on the end-to-end overall process

Active participation in daily business as well as attendance at relevant regular and committee meetings

Your Profile

Several years of experience in a leadership role in customer service, AVOR, or a comparable technical environment

Solid understanding of process management, quality assurance, and business contexts

Experience in leading, developing, and empowering employees

Very good communication skills in German; additional languages are an advantage

Structured, solution-oriented working style with strong implementation skills

Nice-to-haves:

Experience in complaint or grievance management

Practical experience working with scalable quality and feedback systems

Experience collaborating with interdisciplinary teams

What Makes You Successful

You actively act as the preparation and performance understanding of your team

You think cross-departmentally and avoid silo thinking in favor of a strong overall process

You remain reflective, clear, and solution-oriented even in demanding situations

You combine responsibility with willingness to change and enthusiasm for innovation

You create structures that provide stability and at the same time foster further development and actively shape the culture, collaboration, and performance understanding of your team

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: Switzerland : Rheinfelden

Travel Percentage: 0%

Requisition ID: 18968