Martin Zeller - Interim Customer Service Director, 30 Years

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Güntersleben, Germany

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Experience

Mar 2026 - Jul 2026

5 months

Tauberbischofsheim, Germany

Interim Head of Internal Sales

Trepel Airport Equipment GmbH, Mafi Transport-Systeme GmbH

Managed the Internal Sales and Sales Steering teams
Change management
Developed and appointed the Head of Internal Sales
Worked through backlogs (inquiries, orders)
Led and participated in several cross-departmental projects
Developed / implemented KPIs, identified / initiated measures
Further developed Hubspot CRM
Reported to the CSO

Mar 2025 - Feb 2026

1 year

Marburg, Germany

Interim Senior Director Site Services

INNEXIS (formerly pharmaserv GmbH)

Managed Infrastructure Services, Site Security, Security Control Center, Site Fire Brigade, Environment and Waste, and Occupational Health
Developed a site contract, including service descriptions, site rules, entry and parking regulations, and emergency management
Prepared all departments for KRITIS
Restructured and refocused Site Security
Developed and implemented a future-ready services strategy
Developed and implemented a sales strategy and active selling
Change management
Led and participated in several cross-departmental projects
Developed / implemented KPIs, identified / initiated measures
Advanced digitalization and automation
Reported to senior management

Nov 2023 - Mar 2025

1 year 5 months

Pfedelbach, Germany

Interim Head of Customer Service, After-Sales-Service Transport

Scheuerle Fahrzeugfabrik GmbH

Managed the Technical Support, Field Service, Training, Telematics, Refit and Spare Parts teams
Developed and implemented a future-ready services strategy
Developed and implemented a sales strategy and active selling
Built a worldwide network of service partners
Set up worldwide first-level support and an emergency hotline
Change management
Worked through backlogs (inquiries, orders)
Led and participated in several cross-departmental projects
Developed / implemented KPIs, identified / initiated measures
Further developed Salesforce CRM
Revenue responsibility of approximately 35 Mio. Euro
Reported to the COO

Jun 2023 - Oct 2023

5 months

Leipzig, Germany

Interim Head of Project Support After-Sales-Service

Energiekonzepte Deutschland GmbH

Built and managed the Project Support team
Developed and implemented a future-ready services strategy
Connected the interfaces to the new department
Change management
Worked through backlogs (inquiries, orders)
Led and participated in several cross-departmental projects
Developed / implemented KPIs, identified / initiated measures
Further developed Leads-Middleware
Reported to the COO

Jun 2022 - May 2023

1 year

Engelskirchen, Germany

Interim Head of After-Sales-Service

FAWEMA GmbH

Managed the After-Sales-Service / Internal Sales function, including commercial administration and design engineering
Worked with Sales and initiated sales-promoting measures
Developed and implemented a future-ready services strategy
Developed and implemented a sales strategy and active selling
Reorganized the department by function
Optimized assembly and service assignments with internal and external technicians
Change management
Worked through backlogs (quotes, orders, invoices)
Led and participated in several cross-departmental projects
Developed / implemented KPIs, identified / initiated measures
Further developed ProAlpha and expanded the use of Teams
Revenue responsibility of approximately 25 Mio. Euro
Reported to the Group CEO

May 2022 - May 2022

1 month

Munich, Germany

Supporting the Operations Project Manager

Wirelane GmbH

Realigned and optimized the project plan for creating and implementing processes to initiate electricity supply to commercial customers and install equipment
Analyzed and implemented the outsourcing of processes
Reported to the Managing Director

Nov 2021 - Apr 2022

6 months

Munich, Germany

Interim Head of Customer Service, After-Sales-Service and Operations

Envision Digital Retail Operations GmbH

Set up and led the Customer Service / Internal Sales and Operations departments
Worked with Sales and initiated sales promotion activities
Developed and implemented a sales strategy and active selling approach
Created and implemented a plan to build the organization
Created and implemented processes to initiate electricity supply and installation
Implemented installation and service visits with internal and external technicians
Prepared the annual plan
Analyzed and implemented the outsourcing of processes
Managed and monitored various service providers, including newly acquired electrical contractors
Developed KPIs and reports
Reported to the Managing Director

Aug 2021 - Oct 2021

3 months

Schwalbach am Taunus, Germany

Consultant Telesales

Samsung Electronics GmbH

Created and implemented a plan to introduce telesales
Analyzed the potential of Small Buying Groups
Developed KPIs
Selected employees for the pilot
Revenue responsibility of approx. 100 Mio. Euro
Reported to the Head of Sales Operations

Oct 2020 - Jul 2021

10 months

Magdeburg, Germany

Consultant Operations, Customer Service

GETEC Holding GmbH

Restructured and realigned the technical customer service back office
Led the back office across six locations and centralized it at two locations
Worked with Sales and initiated sales promotion activities
Developed and implemented a sustainable service strategy
Developed and implemented a sales strategy and active selling approach
Optimized installation and service visits with internal and external technicians
Change management
Led and took part in several cross-departmental projects
Developed / implemented KPIs and identified / initiated measures
Further developed / introduced Navision and call center software
Revenue responsibility of approx. 50 Mio. Euro
Reported to the Management Board

Aug 2020 - Sep 2020

2 months

Rostock, Germany

Project Manager, Setting Up Covid-19 Testing Center at Frankfurt Airport

Centogene GmbH

Planned and implemented processes to handle and test up to 5000 people per day
Planned and implemented logistics
Coordinated and implemented security requirements with FRAPORT and Lufthansa
Hired approx. 50 employees and worked with a promotion agency
Set up the infrastructure at the airport
Developed / implemented KPIs
Reported to the Managing Director and shareholders

Oct 2019 - Jun 2020

9 months

Bergisch Gladbach, Germany

Interim Head of Customer Service / Internal Sales

Miltenyi Biotec B.V. & Co. KG

Management, restructuring and realignment of After-Sales Service / Internal Sales
Development and implementation of cost-effective, scalable order processing workflows from order entry through shipping
Optimization of warehouses, site logistics and sample logistics
Collaboration with Sales, initiating sales promotion activities
Leading and participating in several cross-departmental projects
Change management
Development / implementation of KPIs, identifying / initiating actions
Development / implementation of COVID-19 emergency measures
Reporting to the Managing Director and shareholders

May 2019 - Oct 2019

6 months

Rheine, Germany

Interim Head of Customer Service / Internal Sales

berbel Ablufttechnik GmbH

Management of Customer Service / Internal Sales
Virtual consolidation of 3 sites
Optimization of the technical helpdesk, dispatch and field technical service; clearing an order backlog
Optimization of installation and service visits with internal and external technicians
Development and implementation of a sustainable service strategy
Development and implementation of a sales strategy and proactive selling
Establishment of spare parts supply
Revenue growth in service contracts and spare parts
Customer reactivation and new customer acquisition in the B2B sector
Development / implementation of KPIs, identifying / initiating actions
Further development / implementation of Navision, LogObject
Revenue responsibility of approx. 15 Mio. Euro
Reporting to the Managing Director and shareholders

Apr 2018 - Apr 2019

1 year 1 month

Augsburg, Germany

Interim Head of Service, After-Sales Service Germany

WashTec Cleaning Technology GmbH

Management and optimization of Customer Service, the technical helpdesk, dispatch, installation and field technical service
Development and implementation of a sustainable service strategy for the DACH region and parts of the rest of the world
Optimization of installation and service visits with internal and external technicians
Revenue growth in service contracts, spare parts and chemicals
Collaboration with Sales, initiating sales promotion activities
Development and implementation of a sales strategy and proactive selling
Change management
Development / implementation of KPIs, identifying / initiating actions
Further development / implementation of SAP, Salesforce, ConSol, MobileX, Inopla
Responsibility for 265 employees
Revenue responsibility 45 Mio. Euro
Reporting to the Executive Board and Supervisory Board

Jul 2016 - Mar 2018

1 year 9 months

Kaiserslautern, Germany

Interim Head of After-Sales Service / Internal Sales

Supra Foto-Elektronik-Vertriebs GmbH und Protel Dienstleistungs- und Handels GmbH

Management and optimization of After-Sales Service and Internal Sales
Optimization of fulfillment processes in Europe
Standardization of the production process in China
Outsourcing of warehousing, logistics, graphic design and the IT helpdesk
Optimization and partial outsourcing of the call center
Collaboration with Sales, initiating sales promotion activities
Implementation of CC software and hardware, PEP tool
Acquisition and support of key accounts
Expansion of e-commerce
Change management
Development / implementation of KPIs, identifying / initiating actions
Further development / implementation of Navision, Citrix
Responsibility for 17 employees
Revenue responsibility
Reporting to shareholders

Jan 2012 - Jun 2016

4 years 6 months

Planegg, Germany

Director Operations and Head of Customer Service Healthcare

ResMed GmbH und ResMed Medizintechnik GmbH

Management and optimization of Customer Service, the call center, Technical Service, returns, warehousing, logistics, purchasing and facilities management
Optimization of fulfillment processes and the IT helpdesk
Development and implementation of a sales strategy and proactive selling
Project management for German and European projects
Centralization of 6 service and 3 repair sites
Implementation of OTC and e-commerce
Outsourcing of subprocesses, management of external service providers
Management of the integration of an acquired oxygen supplier
Change management at ResMed Medizintechnik
Development / implementation of KPIs, identifying / initiating actions
Further development / implementation of SAP, Kumavision, Salesforce, Citrix
Responsibility for 270 employees, including 7 direct reports
Budget responsibility 15 Mio. Euro
Revenue responsibility of approx. 80 Mio. Euro
Reporting to CEO

Apr 2011 - Dec 2011

9 months

Head of Sales and Customer Service

Werner & Pfleiderer Bakery Technologies

Management and optimization of Customer Services and Internal Sales
Optimization of production workflows and fulfillment processes
Expansion of e-commerce
Increasing revenue from service contracts and spare parts
Change management
Developing / implementing KPIs and deriving / initiating measures
Responsibility for 25 employees
Revenue responsibility
Reporting to the Managing Director

Apr 2010 - Mar 2011

1 year

Consulting for SMEs

Bakery chains, car dealership chains, hair salon chains, food retail, craft businesses

Optimizing Customer Services and Sales
Preparing and conducting workshops

Nov 2008 - Mar 2010

1 year 5 months

Bochum, Germany

Managing Director, Service Company

Deutsche Annington Kundenservice GmbH

Establishing and managing the company
Financial and strategic responsibility
Project lead for a restructuring project
Establishing and managing Sales, Customer Service, the Repair Center, and the Call Center
Centralizing 98 service points into 1 Service Center and 6 Sales Centers
Optimizing installation and service visits by internal and external technicians
Optimizing fulfillment processes
Sales marketing and developing e-commerce
Change management
Planning / implementing processes, defining interfaces / functions
Developing / implementing KPIs and deriving / initiating measures
Architectural planning of the centers
Establishing Facility Management
Preparing and conducting the Go Live
Introducing SAP CRM, CC software and hardware
Responsibility for 200 employees
Revenue responsibility
Reporting to the CEO and COO

Nov 2007 - Oct 2008

1 year

Managing Director

P2 Brief+Paket GmbH & Co. KG

Establishing and managing the company, with financial and strategic responsibility
Establishing and managing Sales, Customer Service, and fulfillment processes
Acquiring key accounts and shareholders
Integrating acquired postal service providers
Developing and implementing logistics
Establishing sales marketing and e-commerce
Developing / implementing KPIs and deriving / initiating measures
Introducing sorting software and logistics and route planning software
Project management
Business planning
Preparing and conducting the Go Live
Reporting to shareholders

Feb 2006 - Oct 2008

2 years 9 months

Hanover, Germany

Project Manager

TNT Post AG & Co. KG

Managing, turning around, and restructuring acquired companies, with financial and partial strategic responsibility for projects
Establishing and managing Sales, Customer Service, and fulfillment processes
Acquiring key accounts
Sales marketing
E-commerce
Change management
Project management
Developing / implementing KPIs and deriving / initiating measures
Due diligence
Acquiring buildings, Facility Management
Responsibility for up to 800 employees
Budget responsibility of up to 50 million euros
Revenue responsibility
Reporting to the CEO

May 2003 - Jan 2006

2 years 9 months

Managing Director

Frankenbrief Post- und Logistikservice GmbH

Established and managed the company, with financial and strategic responsibility
Established and managed Sales and Customer Service (including the call center)
Acquired key accounts and business partners
Established sales marketing and e-commerce
Business planning
Prepared and carried out the Go Live
Developed / implemented KPIs and identified / initiated measures
Responsible for 42 employees
Budget responsibility
Revenue responsibility: 6 million euros
Reported to the publishing company’s managing directors and shareholders

Jun 2002 - Jan 2006

3 years 8 months

Managing Director

Z+S Bamberg und Haßfurt

Managed the company, with financial and strategic responsibility
Optimized newspaper delivery structures
Restructured the mail delivery organization
Developed / implemented KPIs and identified / initiated measures
Acquired additional business
Responsible for 1,400 employees
Budget responsibility: 2 million euros
Reported to the publishing company’s managing directors and shareholders

May 2002 - Jan 2006

3 years 9 months

Head of Sales

Fränkischer Tag GmbH & Co. KG

Managed the department, with financial responsibility
Established telesales and the Customer Service Center (including the call center)
Acquired key accounts
Sales marketing and e-commerce
Change management
Managed external service providers
Optimized newspaper logistics
Played a key role in the newspaper and website relaunch
Developed / implemented KPIs and identified / initiated measures
Responsible for 54 employees
Budget responsibility
Revenue responsibility: 40 million euros
Reported to the publishing company’s managing directors and shareholders

Feb 2001 - Jan 2002

1 year

Starnberg, Germany

Manager Customer Relations

Bonitrus AG

Established and managed telesales, Customer Service (including the call center) and fulfillment processes
Prepared and carried out the Go Live
Responsible for 4 employees
Budget responsibility: 0.5 million euros
Reported to the CEO and COO

Sep 1999 - Jan 2001

1 year 5 months

Mörfelden-Walldorf, Germany

Head of CRM

RS Components GmbH

Managed the Sales, Customer Service and Repair Center departments, with financial responsibility
Key account management
Change management for customer processes
Project management
Optimized center processes, interfaces and functions
Developed and implemented KPIs, and identified and initiated measures
Responsible for 100 employees
Budget responsibility: 5 million euros
Revenue responsibility
Reported to the Managing Director

Oct 1998 - Aug 1999

11 months

Nuremberg, Germany

Sales Manager

Hellma Gastronomie-Service GmbH

Managed the department and held financial responsibility
Managed change in customer processes
Set up and managed telesales and customer service (including call center)
Optimized fulfillment processes
Acquired and managed key accounts
Led the Schöller Customer Service Center project
Developed and implemented KPIs, identified and initiated measures
Managed 23 employees
Held budget responsibility
Held revenue responsibility for 20 Mio. Euro
Reported to the Managing Director

Mar 1997 - Sep 1998

1 year 7 months

Frankfurt, Germany

Head of Telesales and Customer Service

Sunday Verlags- und Werbe GmbH

Set up and managed telesales, customer service (including call center) and key account management, with financial and strategic responsibility
Prepared and carried out the go-live
Developed and implemented KPIs, identified and initiated measures
Managed 15 employees
Held budget responsibility
Held revenue responsibility for 1.5 Mio. Euro
Reported to the Managing Director

Jan 1993 - Sep 1998

5 years 9 months

Consultant

Agentur Telecoach

Set up and optimized call centers, sales and customer service structures, with financial and, in some projects, strategic responsibility
Managed change
Led projects
Acquired key accounts
Developed and implemented KPIs, identified and initiated measures
Managed up to 400 employees
Held budget responsibility
Held revenue responsibility
Reported to Managing Directors and clients

Jan 1989 - Dec 1992

4 years

Würzburg, Germany

Head of Telesales and Customer Service

Mainpresse Zeitungsverlagsgesellschaft mbH

Set up and managed telesales, customer service and the trade fair team in the subscriber and advertising sales departments, with financial and, in some areas, strategic responsibility
Managed key accounts
Developed and implemented KPIs, identified and initiated measures
Managed 32 employees
Reported to the Sales Director

Sep 1984 - Dec 1988

4 years 4 months

Theres, Germany

Sales Manager

MVD-Medienvertrieb

Set up and managed sales and production, with strategic responsibility
Acquired key accounts
Managed sales marketing
Managed video production
Managed 22 employees
Held budget responsibility
Held revenue responsibility for 1,5 Mio. Euro
Reported to the Managing Director

Industry experience

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

Experienced in Media and Entertainment, Manufacturing, Transportation, Professional Services, Healthcare, and Retail.

Media and Entertainment

Manufacturing

Transportation

Professional Services

Healthcare

Retail

Business area experience

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

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

Operations

Strategy

Sales

Customer Service

Project Management

Marketing

Summary

More than 30 years of experience in operational management (as Managing Director, Director, Head of, Project Manager, Consultant)
Successfully building, managing and optimizing companies and individual business units across a wide range of industries, with full financial and strategic responsibility

Skills

Professional Skills:
Change Management, Restructuring, Optimization, Project Management, Start-Up
Building, Managing And Restructuring After-Sales Service And Customer Service Processes (Order Processing, Complaints And Warranty Handling, Repair Management, Technical Support, Refit, Spare Parts Sales, Field Service, Sales Of Maintenance And Service Contracts, Call Center)
Building, Managing And Restructuring Sales Processes (Inside And Outside Sales, Kam, Telesales, E-Commerce, Otc); Strong Personal Skills In Acquiring And Supporting Key Accounts
Revenue Responsibility Of Up To 100 Mio. Euro
Managing And Optimizing Fulfillment Functions (Customer Service, Warehousing, Logistics, Purchasing)
Managing The Integration Of Acquired Companies
Successfully Launching New Products And Services
Improving Quality And Efficiency Through The Use Of Matrix Organization, 5 S, Lean Management, Value Stream Analysis, Continuous Improvement
Introducing And Evaluating Kpis, Identifying And Initiating Measures
Introducing And Developing Various Erp Systems And Application Software
Experience Working With Works Councils, Shareholders, Supervisory Boards, Executive Boards, Associations, Clubs, Cooperatives, Offices And Government Agencies
Industry Expertise:
Special-Purpose Vehicle Manufacturing, Renewable Energy, Special-Purpose Machinery, Vehicle Manufacturing, E-Mobility, Energy Service Providers, Pharmaceutical Parks, Biotechnology, Medical Technology, Mechanical Engineering, Household Appliances, Real Estate, Publishing, Food, Electronics, Postal Services, Logistics, Retail, Financial Services, Industry, Call Centers, E-Commerce
Leadership Experience:
Selecting, Leading, Developing, Training And Motivating Teams Of 10 To 1400 Employees Across Different Levels (Department Heads, Division Managers, Group Leaders, Team Leaders, And Sometimes Directly Managing Frontline Employees)
Extensive Experience Winning Over Employees With Long Company Tenure For Change Processes
Managing By Objectives (Introducing Review Meetings, Performance Evaluations And Objectives At All Levels)
Personal Skills:
Hands-On Approach, Flexible, Passionate, Resilient Under Pressure, Loyal
Strong Customer And Service Focus
Sales Through And Through
Strong Emotional And Social Skills

Languages

German

Native

English

Advanced

French

Elementary

Education

Oct 1973 - Jun 1982

Riemenschneider-Gymnasium

Abitur · Würzburg, Germany

Statistics

Experience

Total positions 30

Experience in Media and Entertainment 13.5 y

Avg length 1 y 7 m

Longest experience 5 y 8 m

Global experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Interim Head of Internal Sales, Interim Senior Director Site Services, Interim Head of Customer Service, After-Sales-Service Transport

Main industries Media and Entertainment, Manufacturing, Transportation

Main business areas Operations, Strategy, Sales

Qualifications

Member since

July 2026

Last update

October 2026

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Frequently asked questions

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Martin is based in Güntersleben, Germany and can operate in on-site, hybrid, and remote work models.

Martin speaks the following languages: German (Native), English (Advanced), French (Elementary).

Martin has at least 41 years of experience. During this time, Martin has worked in at least 25 different roles and for 30 different companies. The average length of individual experience is 1 year and 5 months. Note that Martin may not have shared all experience and actually has more experience.

Based on recent experience, Martin would be well-suited for roles such as: Interim Head of Internal Sales, Interim Senior Director Site Services, Interim Head of Customer Service, After-Sales-Service Transport.

Martin's most recent position is Interim Head of Internal Sales at Trepel Airport Equipment GmbH, Mafi Transport-Systeme GmbH.

In recent years, Martin has worked for Trepel Airport Equipment GmbH, Mafi Transport-Systeme GmbH, INNEXIS (formerly pharmaserv GmbH), Scheuerle Fahrzeugfabrik GmbH, Energiekonzepte Deutschland GmbH, and FAWEMA GmbH.

Martin is most experienced in industries like Media and Entertainment, Manufacturing, and Transportation. Martin also has some experience in Professional Services, Healthcare, and Retail.

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

Martin has recently worked in industries like Manufacturing, Pharmaceutical, and Energy.

Martin has recently worked in business areas like Operations, Strategy, and Project Management.

Martin attended Riemenschneider-Gymnasium.

Martin is immediately available full-time for suitable projects.

Daily rate distribution

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<€640 €640-800 €800-960 €960-1120 €1440+

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Average rates for similar positions

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Daily rate avg. 980 €

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Median rate 960 €

The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.

Calculated based on our freelancers’ daily rates as of 5 Nov 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.