Customer Servicemanager (m/w/d)

Aurora Deutschland GmbH, with headquarters in Berlin, is one of the largest licensed manufacturers and distributors of medical cannabis according to the MedCanG. Furthermore, the company is a GMP-inspected import company for medicinal products. The distributed medical cannabis products are medicinal products according to AMG § 2 paragraph 1 and starting materials according to § 11 of the ApBetrO. The company is part of Aurora Europe GmbH, which in turn is a subsidiary of the publicly traded Canadian cannabis manufacturer Aurora Cannabis Inc., with headquarters in Edmonton, Alberta. In addition to the import and wholesale distribution authorization, Aurora Deutschland also possesses a manufacturing authorization. Further information can be found at www.auroramedicine.com/de.

At our Berlin location (near S+U Innsbrucker Platz station), we are looking for a

Customer Service Manager (m/f/d)

to join our team at the earliest possible date.

About the Position:

The Customer Service Manager is responsible for providing excellent service and support to customers through both inbound and outbound communication channels. On one hand, the role focuses on building and maintaining close customer relationships, processing orders, and responding to inquiries. On the other hand, it also includes achieving sales, volume, and market share targets within the assigned territory.

The position further involves working closely with the KAM Pharmacy & Medical Sales Manager to acquire new customers in the assigned region and supporting various customer retention initiatives, including telemarketing activities and trade show participation.

Your Responsibilities:

• Deliver excellent customer service via telephone, email, and written communication, ensuring clear, accurate, and professional interactions.
• Process and manage customer orders while ensuring timely delivery and accurate documentation.
• Handle customer inquiries, including contractual matters, and maintain customer-specific information.
• Develop and maintain long-term, trust-based customer relationships while delivering a high level of service.
• Ensure accurate and up-to-date customer master data maintenance within the customer database.
• Contribute to achieving sales, volume, and market share targets in the assigned territory in cooperation with the KAM Pharmacy & Medical Sales Manager.
• Identify and acquire new customers within the designated sales territory and conduct volume and price negotiations.
• Analyze customer needs and purchasing behaviors within the assigned region.
• Promote new products through telephone campaigns.
• Support telemarketing projects and platforms to enhance customer engagement and lead generation.
• Distribute relevant information materials to customers and prospective customers.
• Attend trade fairs and customer visits to strengthen customer relationships and represent the company.
• Perform additional duties related to the position as required.

Your Profile:

• Completed vocational training, ideally in a commercial, business, or related field.
• Initial professional experience in customer service or a comparable role.
• Excellent German language skills, both written and spoken, are required; good English skills are an advantage.
• Sales-oriented mindset combined with strong communication skills.
• Excellent active listening skills and the ability to address customer needs effectively.
• Confident demeanor and strong self-motivation to achieve goals.
• Basic knowledge of sales techniques such as upselling and cross-selling.
• Strong problem-solving skills with a proactive and solution-oriented approach.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

What We Offer:

• A challenging and exciting role within a rapidly growing international environment.
• Permanent full-time employment (40 hours per week).
• 30 days of annual vacation (based on a five-day workweek).
• Family-friendly working hours (Monday to Friday).
• Hybrid working model (combination of office presence and remote work).
• Fresh coffee, fruit, and snacks provided daily in the office.
• A friendly working environment with an informal culture and freedom to choose your own dress code.
• A sponsored membership with Urban Sports Club to support the well-being and fitness of our employees.

Interested?

We look forward to receiving your online application, including a short cover letter, CV/resume, and relevant certificates , stating your earliest possible start date and salary expectations .

Data Protection:

Our privacy policy for the recruitment process can be found here:

https://www.auroramedicine.com/de/datenschutz-bewerber