Customer Service Manager

3 settimane fa

Milano, Italia Rayner Surgical Group A tempo pieno

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?
What You'll Be Doing:
This is a diverse role, and no two days are the same. Your key responsibilities will include:
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 Head of Global Services 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:
Private healthcare
Wellbeing allowance up to €300.00 a year
Annual programme of fun events
Enhanced maternity & paternity leave

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