Johannes, you lead Customer Service & Sales Support at Xella. How would you describe your area of responsibility? 

Our team handles the entire customer journey, from order entry to delivery and invoicing. We're the central interface between our customers, sales, logistics, and production. Or as we like to say: not a single stone leaves our yard without us. 
Our goal is to provide the best and most efficient customer support in the building materials industry. 

How did you originally come to Xella? 

I joined Xella in 2018, initially as Team Lead at the Service Center in Messel. Before that, I worked in customer service at one of Europe’s largest prefabricated house manufacturers, followed by roles in two start-ups in the renewable energy and LED sector. That was an intense time, and I was involved in many areas – from sales and customer care to business development. This “start-up spirit” hands-on, solution-oriented, collaborative, still shapes my work today. 

And how has your journey at Xella evolved since then? 

After starting in Messel, I took over the management of the standard customer service operations for three service centers (in Rotenburg, Messel, and Stulln) within one year. Today, my team and I are responsible for customer service across Germany, covering both the standard business and customer support for the systems business. Since this year, we have also taken on responsibility for Sales Support in both Germany and Romania. What I especially appreciate: we continuously evolve to meet our customers’ needs – professionally, organizationally, and in the way we collaborate. The building materials sector is changing, and we are actively shaping that change. It’s a dynamic environment that offers real room for impact. 

In your view, what defines great customer service? 

To me, great service means being competent, solution-driven, fast, and reliable. 
It’s about creating real added value for our customers through clear processes, digital tools, and a proactive team. We see ourselves as the backbone of the customer relationship. Lasting satisfaction not only fosters loyalty, it also creates a real competitive advantage for Xella.

What drives you personally? 

I truly believe we can make a difference: if we want to, if we bring ideas, and most importantly, if we move forward together. 
What motivates me is empowering my team, sharing responsibility, and fostering a culture where every voice is heard. I’m convinced that good leadership is about enabling people and unlocking their potential. 
That sense of team spirit is the foundation for any successful transformation. 

Outside of your role, you’re also engaged in voluntary work. What motivates you there? 

For several years now, I have been serving on a voluntary basis as a board member of a kindergarten, where I am responsible for personnel matters. For me, this is more than just a balance to my professional life, it's a true passion project. Back then, it all started out of necessity, they were looking for someone to take over the executive board of the kindergarten, which is run as a non-profit association. Our children attended the kindergarten, and I stepped in. Now the children are in school, but I’m still here.
Supporting children in their development, taking on responsibility, and creating environments where people can grow and thrive is something very close to my heart. I actually once considered becoming a kindergarten teacher. Today, I bring that same mindset into my leadership role at Xella: taking people seriously, empowering them, and helping them grow. In line with the Montessori philosophy that also shapes the kindergarten’s educational approach: “Help me do it by myself. Show me how it’s done.”

My involvement in the kindergarten also led me to a second voluntary commitment: as a board member of the association “Verein für krebskranke Kinder Odenwald e.V.”, where we raise donations to support both families with children affected by cancer and cancer research itself.

And what’s your vision for the future of customer service at Xella? 

My goal for our function is to be seen even more as a true value creator, both inside and outside the company. That also means growing together as a team: with more ownership, even closer collaboration with sales, and stronger connections with our customers. We are working on providing even greater added value for Xella as an extension of the sales team, by offering the best customer support in the building materials industry through efficient processes, expertise, and digital solutions. The goal is clear: a strong team that improves the customer experience every single day.