Customer service manager italy

Ph3PURPOSE OF THE JOB /h3 ul liManagement of the Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service request and customer complaints. The departments teams are based (NN). /li liThe manager will train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort. /li liAssure team compliance with internal processes and procedures (e.g. Abbott Medical Quality System) and with the applicable legislation. /li liStrategic development of the country's Customer Service department and service activities. /li /ul h3ROLES RESPONSIBILITIES /h3 ul liSet goals which align to department plans and manage the execution of the goals /li liHires and retains diverse, highly qualified Customer Service staff and provides ongoing performance feedback. /li liMonitor and manage department/individual goals and objectives. /li liUse KPI’s to challenge current status. /li liEnsure all Customer Service employees are trained, and documentation meets the division's quality standards. /li liDevelop a continuous improvement environment for department processes including order processing (EDI and Esker, returns processing, backorder processing, credit requests and new product launches. Identify and work on process improvements. /li liDevelop a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department. /li liMaintain a safe and professional work environment. /li liSupervise work schedules, PTO, staffing levels to ensure customer calls, orders, e-mail requests and other forms of external and internal customer contact and request are handled appropriately and within defined goals. /li liSupport all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environment Management Systems (EMS), and other regulatory requirements. /li liComply with local regulations, other regulatory requirements, company policies, SOX legal requirements, operating procedures, processes and task assignments. /li liEnsure transactions in our ERP system are processed in accordance to documented procedures embedded in the Abbott Medical QA system. Monitor violations and issue corrective action towards processes and/or people. /li liMonitor service complaints and issue corrective actions for local complaints. /li liResponsible for organizing master data maintenance (customer, materials, prices) /li liEnsure cost and quality efficient transport solutions of the products by close collaboration with the Global Transportation team. /li liSupport quality and sales department in FSCA (Field Safety Corrective Action) implementation. /li liContact person for some approved suppliers/know the terms and keep other informed, responsible for updating approved supplier log. /li liMaintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors and vendors. /li liDevelop strong and efficient communication inside the team and with other departments especially Sales. /li liInitiate, lead or supervise assigned projects. /li liResponsible for consignment (organization, reconciliation and follow-up) /li liResponsible for management of SUBD products in collaboration with Inventory team to minimize scrap due to expired products. /li liPerform other related duties and responsibilities, on occasion, as assigned. /li liConstantly challenges the status of the Customer Service department by analyzing department performance. /li liRepresent the Customer Service organization and country management meetings. /li liSupports the Regional Customer Service Manager by managing or executing EMEA or Regional projects/Customer Service activities. /li /ul h3EDUCATION COMPETENCIES /h3 ul liBachelor’s or master’s degree in economics or a technical discipline /li liMin 8 years of Customer Service/ Contact Center experience, of which min 2 years in a leadership role. /li liInternational management experience is a plus /li liExperience of the medical device industry /li liFluent in English and at least one other European language /li liExperience working in a broader enterprise/cross division business unit model preferred /li liExperience in Matrix organizations and project management /li liAbility to work in a highly matrixed and geographically diverse business environment /li liLeadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. /li liDemonstrated ability to train and mentor others required. /li liAbility to work effectively within a team in a fast-paced changing environment /li liStrong verbal and written communications with ability to effectively communicate at multiple levels in the organization. /li liMulti tasks, prioritizes and meets deadlines in timely manner /li liTeam player /li liSAP experience is a plus /li li10-15% of travel is required. /li /ul /p #J-18808-Ljbffr