Head of Customer Service

About the job

Customer Experience & Inside Sales Manager (m/f/d)

Location: Lyssach | Workload: 80–100% | Hybrid

Can you bring people together, provide orientation and at the same time make a difference?

Then this could be your role.

At Provet AG / Covetrus Switzerland, we are developing our traditional Customer Service into a modern Customer Experience & Inside Sales organisation.

And for this, we are not just looking for someone to manage the status quo. We are looking for a leader who will shape, build and drive things forward with us.

You will have genuine scope for creativity: for your team, for processes, for Customer Experience and for the way we will support and develop our customers in the future.

Our customers are veterinary practices, animal clinics, specialist retailers and other partners in animal health. They expect more from us than just a correct order. They expect us to think along, anticipate and find solutions.

And that is exactly why we need you.

What to expect with us

You will take over the leadership and further development of our Customer Experience & Inside Sales team and provide your team with orientation, clarity and the framework to take responsibility.

At the same time, you will actively help shape how we support and develop our customers in the future.

Specifically, this means:

• You lead and develop your team and create an environment with clear responsibilities, trust and ownership.

• You shape the transformation from classic Customer Service to a proactive Customer Experience & Inside Sales organisation.

• You make Customer Experience noticeably better – from ordering and delivery through complaints and returns to our digital touchpoints.

• You connect Service and Sales: together with Field Sales and Key Account Management, you develop customers further, regain lost business and identify new potentials.

• You make processes simpler and smarter and use Salesforce, data, automation and digital tools where they create real added value for customers and the team.

• You are the voice of our customers and work with Commercial, Marketing, Product Management, Operations and other teams to turn customer feedback into concrete improvements.

• And above all: you are the voice of our customers within the company and ensure that their concerns are heard and resolved.

This exact combination of Customer Experience, commercial customer development, processes, data and people leadership forms the core of the position.

What you bring

For this position, we are primarily looking for one thing: a strong leader with a passion for people and customers.

You do not have to have done everything exactly like this before. But you should know how good leadership works and be eager to make a difference together with your team.

Ideally, you:

• have several years of experience in Customer Service, Customer Experience, Inside Sales or Customer Operations in a B2B environment,
• have several years of leadership experience and know how to provide your team with orientation, set clear expectations and develop people individually,
• enjoy questioning, simplifying and further developing structures and processes,
• think customer-oriented and at the same time have a good commercial understanding,
• like working with numbers, KPIs and CRM systems and make decisions based on data,
• are familiar with Salesforce or comparable CRM systems,
• are pragmatic, take responsibility and also pitch in yourself when it matters,
• are fluent in German and very good in French and can also communicate well in English.

Experience in Animal Health, Pharma, Healthcare or Distribution is a great plus. However, your personality, leadership attitude and enthusiasm to make a difference with us are more important. The professional requirements correspond to the profile of the position.

Why this role is exciting

Because you can really make a difference with us.

You take over an existing team and at the same time get the scope to further develop collaboration, structures, processes and Customer Experience together with us.

You do not start from scratch. You can build on existing know-how, long-standing customer relationships and the strength of an international company while bringing in your own leadership experience and ideas.

You work closely with our Swiss management as well as with Sales, Marketing, Product Management, Operations and other areas. Your voice is heard and you get the opportunity not only to suggest changes but also to implement them.

In addition, there is an international environment, short decision-making paths, hybrid working options and an industry where our work has a very concrete purpose: we support those who care for the health and well-being of animals every day.

Sound like you?

Then we would like to get to know you.

Maybe you already come from animal health. Maybe from Pharma, Healthcare, Distribution or a completely different B2B environment.

You do not have to meet every point on our wish list. What matters to us is that you can lead people, want to inspire customers and are eager to develop something further with us.

Want to turn good customer service into a truly strong Customer Experience with us? Then we look forward to your application.