Business Owner, Customer Service

This is a fully remote position, open to applicants in Germany.

📋 Description

• Overall responsibility for the operational functions within the Customer Service sector.

• Lead and coordinate initiatives within the Business Community.

• Develop and prioritize requirements while creating associated roadmaps.

• Oversee processes, functionalities, data management, and technical implementations.

• Manage customer master data, business partner relations, and contract administration.

• Handle processes related to move-ins, move-outs, supplier transitions, and terminations.

• Accountable for product offerings, tariff structures, quotation processes, and sales activities.

• Design systems for customer contact management, historical data, case handling, ticketing, and complaint resolution.

• Integrate CRM systems, customer portals, and self-service options.

• Create digital customer journeys, facilitate online contract signings, and streamline digital service operations.

• Ensure omnichannel integration across portal, email, phone, and chat platforms.

• Establish consistent standards and target operational models.

• Identify opportunities for automation and process optimization.

• Provide functional leadership and engage subject-matter experts, actively involving customers.

• Represent TAP in committees, trade fairs, and sales meetings.

• Serve as the liaison to the Product Owner at the general contractor, Accenture.

⛳️ Requirements

• A completed degree in business informatics, business administration, engineering, or a similar field.

• Several years of experience within the energy utility industry.

• Comprehensive knowledge of the business area, including legal and regulatory requirements as well as best practices.

• Familiarity with SAP IS-U and SAP S/4HANA Utilities.

• Strong methodological expertise in community management and the ability to structure and present complex topics effectively.

• Experience in KPI and performance management.

• Strong assertiveness, even without formal disciplinary authority.

• Excellent stakeholder and interface management skills when collaborating with service providers and related departments.

• Highly proactive approach to customer service and orientation.

• Willingness to travel occasionally for client engagements, general contractor meetings, team events, and in-person coordination.

🏝️ Benefits

• Flexible working hours with the possibility to work remotely.

• Competitive salary package.

• Company perks, including WellPass.

• Opportunities for career development.

• Ability to influence processes within a supportive team and community.

• Access to cutting-edge technology and processes.

• Flat organizational structure.

• A motivated and collaborative team environment.

• Flexibility to work from a location of your choice.

• Spacious and well-equipped workspaces.

• Dedicated parking facilities.

• Permanent full-time employment contract.