Markus Mertl - Director Global Customer Service

Q: Where is Markus based?

Markus is based in Sankt Wendel, Germany and prefers 100% remote projects.

Q: What languages does Markus speak?

Markus speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Markus have?

Markus has at least 33 years of experience. During this time, Markus has worked in at least 17 different roles and for 15 different companies . The average length of individual experience is 2 years and 11 months . Note that Markus may not have shared all experience and actually has more experience.

Q: What is Markus's latest experience?

Markus's most recent position is Director Global Customer Service at Kramp.com .

Q: What companies has Markus worked for in recent years?

In recent years, Markus has worked for Kramp.com , Temedica , and DentsplySirona .

Q: Which industries is Markus most experienced in?

Markus is most experienced in industries like Retail , Healthcare , and Telecommunication . Markus also has some experience in Professional Services , Transportation , and Manufacturing .

Q: Which business areas is Markus most experienced in?

Markus is most experienced in business areas like Customer Service , Operations , and Sales . Markus also has some experience in Project Management , Strategy , and Human Resources .

Q: Which industries has Markus worked in recently?

Markus has recently worked in industries like Healthcare , Agriculture , and Manufacturing .

Q: Which business areas has Markus worked in recently?

Markus has recently worked in business areas like Customer Service , Strategy , and Operations .

Recommended expert

Sankt Wendel, Germany

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Experience

May 2022 - Nov 2024

2 years 7 months

Netherlands

Director Global Customer Service

Kramp.com

Defined strategies to achieve the customer service organization's mission, vision, and goals
Led the transformation and implementation of a new global customer service strategy and established the global customer service team
Implemented a new customer communication platform to meet customer needs while delivering efficiencies and cost savings for the business
Developed a comprehensive policy and process framework for customer service to deliver high service levels, and oversaw its implementation and compliance
Managed a €35 million budget for the global customer service organization and set and controlled regional customer service budgets
Delivered global cost savings equal to 40 FTE through automation and centralization
Directly managed 5 central managers and indirectly oversaw 8 regional customer service managers and 400 employees worldwide
Introduced a global customer service KPI dashboard with goals to drive performance improvements

Jan 2022 - Apr 2022

4 months

Munich, Germany

Interim Head of Customer Service

Temedica

Jul 2019 - Dec 2021

2 years 6 months

Bensheim, Germany

VP Customer Service/Technical Service Global Equipment and Consumables (DACH)

DentsplySirona

Established and led the service organization (customer and technical service)
Merged three separate customer service organizations and formed a global customer service management team
Directly managed 6-10 managers and 150 staff at the Bensheim site and indirectly oversaw 200 customer service employees globally
In March 2020 transitioned the customer service organization to remote work while maintaining an emergency on-site team in Bensheim—no service interruptions and improved performance
Developed and implemented a new customer service vision and strategy to improve performance and reduce costs by leveraging automation and technology for an outstanding customer experience
Implemented tools and processes to improve efficiency in repair, maintenance, and spare parts supply
Set up a global customer service KPI dashboard and consistently exceeded service metrics and budget targets
Collaborated closely with global and DACH commercial teams to exceed €1.4 billion in sales and meet profit targets

Sep 2015 - Jun 2019

3 years 10 months

Brussels, Belgium

Director Customer Service EMEA (Abbott Medical Device division)

Abbott

Established and led the new EMEA customer service organization managing over €1 billion in revenue, and developed it into a full-service customer service center
Managed 8 managers and 120 staff across 20 countries
Developed and implemented a vision and strategy to drive a high-performance culture, using industry best practices and technology to become a top performer in service metrics
Oversaw budget, personnel, business processes, and overall performance of customer service operations, including billing and resource management
Introduced technologies for touchless order automation, freeing up resources for key, value-added tasks
Supported the rollout of SAP/CRM tools to improve local technicians' support for repair and maintenance
Led the global contact center strategy and roadmap project, focusing on new tools, automation, and digitization
Developed and implemented a global customer service KPI dashboard

Apr 2015 - Aug 2015

5 months

Frankfurt, Germany

Customer Service Manager EMEA (interim)

Kloeckner Pentaplast

Jan 2015 - Mar 2015

3 months

Consultant: Optimisation Customer Service organisation

Telecommunications Company

Jan 2013 - Aug 2015

2 years 8 months

Management Consultant (Freelancer)

Various Clients

Managing various consultancy and interim projects for Customer Service and Sales

Jan 2013 - Oct 2014

1 year 10 months

Zürich, Switzerland

Managing Director (interim)

Tempobrain Ltd.

Sep 2011 - Dec 2012

1 year 4 months

Frankfurt, Germany

Director Service & Quality (Member of the Board)

Thomas Cook AG

Responsible in Central Europe for all B2B and B2C service units of the tour operator Neckermann and Thomas Cook
Management of 7 managers and 350 staff at different locations in 3 countries
Developed a new service strategy in line with the company strategy for all Thomas Cook service units while reducing costs of €2.5–3.5 million
Reduced actual costs by 15% compared to the annual budget (over €20 million)
Implemented quick wins to improve overall performance and established a new IT-based reporting tool for all relevant KPIs

Mar 2007 - Jun 2011

4 years 4 months

Eschborn, Germany

Vice President Customer Service and Sales (Member of the Board)

Deutsche Telekom Kundenservice GmbH

Strategic and operational management of two Customer Service centers for the Customer segments “Platinum” and “Starter”
Management of 9 managers and 600 staff
Integration of various functions from fixed line, mobile and online into one integrated Customer Service organisation
Achieved or exceeded all relevant sales, service, cost (budget > €50 million) and customer experience key performance indicators
Led change management project to concentrate 1500 staff countrywide into a new service division and concluded negotiations with relevant social partners
Responsible for customer consultancy for all business and private customers for the central region (Hesse and Rhineland-Palatinate)
Managed 8-10 managers and 1700 staff at seven locations
Held profit and loss responsibility of total budget exceeding €100 million
Significant improvement of all relevant key performance indicators (sales, service level, cost and customer experience) at benchmark level

Aug 2005 - Feb 2007

1 year 7 months

Cork, Ireland

European Contact Center Manager

Amazon.com

Overall management of the project for research, selection and setup of the new contact center location
Achieved punctual, successful start of new European contact center within cost budget of several million USD
Recruited approximately 20 European managers and 250 Customer Service representatives for UK and France
Achieved relevant KPIs in the first year

Apr 2004 - Jul 2004

4 months

Grand Forks, United States

Temporary Contact Center Manager

Amazon.com

Temporary management of the Contact Center with 250 staff

Nov 2001 - Jul 2005

3 years 9 months

Regensburg, Germany

General Manager Customer Service Germany

Amazon.com

Managed the German Customer Service with 11 managers and up to 350 staff
Turned around the German Customer Service organisation to become the best internal Customer Service organisation at Amazon
Reduced operating costs by 40% through productivity increase and integration of two service providers while maintaining top quality level
Implemented a performance culture to achieve top performance results
Developed management to become an outstanding Customer Service management team

Feb 2000 - Oct 2001

1 year 9 months

Saarbrücken, Germany

Senior Call Center Director

Sykes.com

Managed 2 contact centers and 550 staff

Feb 1996 - Jan 2000

4 years

Various Customer Service Manager roles

TNT Express Worldwide

Held various Customer Service Manager roles in UK, Czech Republic and Germany

Jul 1993 - Jan 1996

2 years 7 months

Cochem, Germany

District Manager

Norma GmbH

Managed 10 branches with personnel, revenue and cost responsibility

Jun 1986 - Aug 1988

2 years 3 months

Wittlich-Land, Germany

Deputy Store Manager

Aldi GmbH

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Retail, Healthcare, Telecommunication, Professional Services, Transportation, and Manufacturing.

Retail

Healthcare

Telecommunication

Professional Services

Transportation

Manufacturing

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Customer Service, Operations, Sales, Project Management, Strategy, and Quality Assurance.

Customer Service

Operations

Sales

Project Management

Strategy

Quality Assurance

Skills

Successful Customer Service And Sales Leader With International Experience In Various Industries (E.g., Agriculture, Healthcare/medical Devices, E-commerce, Retail, Telecommunications, Logistics, And Travel)
B2b And B2c Experience
Sales, Telesales, And After-sales Experience Across Multiple Industries
28 Years Of International Management Experience In Five Countries (Uk, Ireland, Usa, Czech Republic, Germany) At Various Levels For Different Regions (Global, Emea, Dach)
Experience In Establishing, Transforming, Or Expanding Customer Service Organizations
Focused On Achieving High Customer Satisfaction Through Operational Excellence And Sustainable Digital Solutions
Strong Stakeholder Management Across Commercial, Supply Chain, And Operations To Achieve Sales, Profit Margins, And Inventory/logistics Goals
Successfully Managed Major Projects, Such As Implementing The Sprinklr Customer Communication Platform And Transforming The Global Customer Service Organization; Automating ("Touchless") Order Processes; Digitizing Customer Contact Channels; Defining And Expanding The Global Contact Center Strategy; And Turning Around And Refocusing The Customer Service Organization
Proficient In Ms Office

Languages

German

Native

English

Advanced

Education

Oct 1989 - Jun 1993

Fachhochschule Trier

Diploma in Business Administration, corporate management, controlling, and data processing · Business Studies · Trier, Germany

Certifications & licenses

Change Management

HHL Leipzig Graduate School of Management

Value Oriented Corporate Management

European School of Management and Technology

Project Management Course

Management Centre Europe

The Voice Of Customer Facilitator Training

Organizational Dynamics, Inc.

Statistics

Experience

Total positions 17

Experience in Retail 10 y

Avg length 2 y 1 m

Longest experience 4 y 3 m

Global Experience

Countries worked in 6 (Germany, Netherlands, Belgium, Switzerland, Ireland, +1)

Primary country Germany

Expertise

Recent roles Director Global Customer Service, Interim Head of Customer Service, VP Customer Service/Technical Service Global Equipment and Consumables (DACH)

Main industries Retail, Healthcare, Telecommunication

Main business areas Customer Service, Operations, Sales

Qualifications

Highest degree Bachelor

Certifications earned 4

Profile

Created

April 2024

Last Update

April 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Markus based?

Markus is based in Sankt Wendel, Germany and prefers 100% remote projects.

What languages does Markus speak?

Markus speaks the following languages: German (Native), English (Advanced).

How many years of experience does Markus have?

Markus has at least 33 years of experience. During this time, Markus has worked in at least 17 different roles and for 15 different companies. The average length of individual experience is 2 years and 11 months. Note that Markus may not have shared all experience and actually has more experience.

What roles would Markus be best suited for?

Based on recent experience, Markus would be well-suited for roles such as: Director Global Customer Service, Interim Head of Customer Service, VP Customer Service/Technical Service Global Equipment and Consumables (DACH).

What is Markus's latest experience?

Markus's most recent position is Director Global Customer Service at Kramp.com.

What companies has Markus worked for in recent years?

In recent years, Markus has worked for Kramp.com, Temedica, and DentsplySirona.

Which industries is Markus most experienced in?

Markus is most experienced in industries like Retail, Healthcare, and Telecommunication. Markus also has some experience in Professional Services, Transportation, and Manufacturing.

Which business areas is Markus most experienced in?

Markus is most experienced in business areas like Customer Service, Operations, and Sales. Markus also has some experience in Project Management, Strategy, and Human Resources.

Which industries has Markus worked in recently?

Markus has recently worked in industries like Healthcare, Agriculture, and Manufacturing.

Which business areas has Markus worked in recently?

Markus has recently worked in business areas like Customer Service, Strategy, and Operations.

What is Markus's education?

Markus holds a Bachelor in Business Studies from Fachhochschule Trier.

Does Markus have any certificates?

Markus has 4 certificates. Among them, these include: Change Management, Value Oriented Corporate Management, and Project Management Course.

What is the availability of Markus?

Markus is immediately available full-time for suitable projects.

What is the rate of Markus?

Markus's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.