Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?
Please note this role is based fully on-site in our Italian office in Monza and Brianza.
What You'll Be Doing:
This is a diverse role, and no two days are the same.
* Driving the day-to-day operation to ensure all Italian orders are shipped on time and all customer queries are handled promptly
* Leading a team of Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
* Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
* Develop communication and change management plans so your team are fully informed about new products and business initiatives
* Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
* Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
* Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
* Support the Customer Service Director with the implementation and global rollout of the new CRM system and omnichannel platform
What Experience Do You Need:
* Strong Customer service (senior profile) experience required (3 years minimum)
* Motivational skills and ability to supervise and lead a team
* Fluent in Italian and Professional level of English
* Able to work well under pressure
* Able to work on own initiative, self-starter and as part of a team
* Ability to work to tight deadlines with accuracy and detail
* Strong Excel skills
* Experience dealing with imported goods
* Proven track record in a customer service role in medical devices
* Knowledge of ERP systems
* Knowledge of Data protection, Cyber security, and anti-money laundering policies
What We Can Offer You:
* Comprehensive benefits package
* Global appreciation platform to recognise colleagues around the globe
* Fantastic opportunity to work with highly talented teams and individuals and grow with the business
* Being part of an organisation you can be proud to work for changing the lives of millions of people!
#J-18808-Ljbffr