Customer service manager italy

PURPOSE OF THE JOB

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Management 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).
The 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.
Assure team compliance with internal processes and procedures (e.g. Abbott Medical Quality System) and with the applicable legislation.
Strategic development of the country's Customer Service department and service activities.

ROLES & RESPONSIBILITIES

Set goals which align to department plans and manage the execution of the goals
Hires and retains diverse, highly qualified Customer Service staff and provides ongoing performance feedback.
Monitor and manage department/individual goals and objectives.
Use KPI’s to challenge current status.
Ensure all Customer Service employees are trained, and documentation meets the division's quality standards.
Develop 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.
Develop a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department.
Maintain a safe and professional work environment.
Supervise 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.
Support all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environment Management Systems (EMS), and other regulatory requirements.
Comply with local regulations, other regulatory requirements, company policies, SOX legal requirements, operating procedures, processes and task assignments.
Ensure 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.
Monitor service complaints and issue corrective actions for local complaints.
Responsible for organizing master data maintenance (customer, materials, prices)
Ensure cost and quality efficient transport solutions of the products by close collaboration with the Global Transportation team.
Support quality and sales department in FSCA (Field Safety Corrective Action) implementation.
Contact person for some approved suppliers/know the terms and keep other informed, responsible for updating approved supplier log.
Maintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors and vendors.
Develop strong and efficient communication inside the team and with other departments especially Sales.
Initiate, lead or supervise assigned projects.
Responsible for consignment (organization, reconciliation and follow-up)
Responsible for management of SUBD products in collaboration with Inventory team to minimize scrap due to expired products.
Perform other related duties and responsibilities, on occasion, as assigned.
Constantly challenges the status of the Customer Service department by analyzing department performance.
Represent the Customer Service organization and country management meetings.
Supports the Regional Customer Service Manager by managing or executing EMEA or Regional projects/Customer Service activities.

EDUCATION & COMPETENCIES

Bachelor’s or master’s degree in economics or a technical discipline
Min 8 years of Customer Service/ Contact Center experience, of which min 2 years in a leadership role.
International management experience is a plus
Experience of the medical device industry
Fluent in English and at least one other European language
Experience working in a broader enterprise/cross division business unit model preferred
Experience in Matrix organizations and project management
Ability to work in a highly matrixed and geographically diverse business environment
Leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.
Demonstrated ability to train and mentor others required.
Ability to work effectively within a team in a fast-paced changing environment
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization. xjrgpwk
Multi tasks, prioritizes and meets deadlines in timely manner
Team player
SAP experience is a plus
10-15% of travel is required.

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