Customer Care Manager - India (m/f/d)

How you can make an impact

In our Global Supply Chain organization, you turn our order‑to‑invoice vision into efficient, customer‑centric processes that make a real difference for our customers and our business.

• You transform our Global Supply Chain vision, guiding principles and strategic objectives into effective end‑to‑end processes that support customer service levels and company goals.
• You oversee the complete order lifecycle – from order receipt through shipment and delivery – ensuring orders are processed accurately, efficiently and on time.
• You prioritize orders based on urgency, customer requirements and SLAs, coordinating closely with Sales, Warehouse and Logistics to enable reliable and timely fulfillment.
• Together with Regional Distribution teams and the warehouse team lead, you secure optimal stock levels and smart allocation, minimize stockouts and backorders, and proactively manage slow‑moving inventory.
• You collaborate with Distribution and Transportation to continuously review and optimize shipping methods, routes and carriers – balancing delivery performance with cost effectiveness.
• You manage returns, exchanges and claims, ensuring damaged goods and customer concerns are handled smoothly and in line with the case management process.
• As the main point of contact for customers on order, shipping and fulfillment topics, you provide proactive updates on order status, delays or changes and turn challenges into stronger relationships.
• You monitor and analyze key KPIs such as OTIF (via the GSC Dashboard), order accuracy, shipping costs, return rates and cost‑per‑order, deriving concrete actions to improve performance and reduce costs.
• You lead continuous improvement initiatives in order management workflows, inventory allocation and fulfillment processes, driving operational excellence and sustainable cost optimization.
• By leading, motivating and developing your team, you foster an engaged, high‑performance environment where people know what is expected and can grow in their roles.

What sets you apart

• Bringing a Bachelor’s degree in business administration, economics, science or a related field – or an equivalent combination of education and experience.
• Building on 5–7 years of professional experience in sales support, order management, logistics, supply chain or a comparable field, ideally in an international environment.
• Drawing on solid experience with order management and CRM platforms, including preparing customer quotations and managing complex customer requirements.
• Working confidently with SAP and using it to support transparency, accuracy and efficiency in the order‑to‑invoice process.
• Coordinating and managing projects end‑to‑end – from planning and stakeholder alignment to implementation and tracking of measurable results.
• Using advanced Microsoft Word and Excel skills to prepare reports, analyses and documentation that support data‑driven decisions.
• Bringing a strong customer‑centric mindset: you listen to understand, communicate clearly and act with a sense of ownership for the customer experience.
• Handling multiple tasks, peaks in workload and time‑critical situations with structure, composure and sound prioritization.
• Communicating clearly and convincingly, both verbally and in writing, and collaborating in a team‑oriented, cross‑functional way.
• Leading and developing people by setting clear expectations, giving constructive feedback, conducting performance reviews and creating meaningful development plans.

What we offer

• Purpose and impact. At Eppendorf, you work on solutions that help improve people’s lives around the world.
• We value your contribution. An attractive salary, employee benefits and a performance bonus show that your work truly matters to us.
• Learning that moves you forward. With the Eppendorf Academy, digital learning platforms, workshops and development programs, you can grow continuously – both professionally and personally.
• Room to grow. You take on responsibility in a global supply chain environment where you can shape processes, bring in your ideas and make progress visible.
• Fair and supportive. We offer a wide range of learning and development opportunities and a work environment built on collaboration, respect and openness.