Manager, Customer Service

4 settimane fa

Milano, Italia Thermo Fisher Scientific A tempo pieno

**Position Summary**:
This senior role is a management position providing leadership at the Rodano location of our Microbiology Division ensuring that local legal requirements are met, local activities are coordinated, and company objectives achieved.

Ensuring Customer satisfaction and that Company metrics are achieved through the country order entry, warehousing, planning, budgeting and forecasting process. Included in the role is managing, mentoring and coaching of the onsite office teams.

The teams on site cover Customer Service, Pricing & Tenders and Supply Chain, handling offer preparation, order management and supply of our product range. The position reports to the Regional Customer Service Manager, Southern Europe, with a dotted line to the Global Distribution Director.

**Responsibilities**:

- Manage the activity of the Customer Service, Pricing & Tenders and Supply Chain teams to ensure adherence to processes and procedures from Order receipt to Delivery creation and achieve customer satisfaction
- Monitor customer returns and claims, ensuring root cause analysis of issues and corrective action to prevent re-occurrence
- Oversee Customer complaint process; review customer complaints, ensure proper documentation, identification of root cause and timely resolution; prepare monthly reports noting trends, recommend corrective actions, and escalate issues. Analyze and report complaint trends to management.
- Draft, review, and implement of Customer Service Department Standard Operating Procedures.
- Leverage PPI business systems to constantly evaluate customer service processes and implement enhancements that will increase customer satisfaction to drive continuous improvement.
- Support the Sales and Sales Operations teams in the preparation, of commercial offers and the management of contracts through their lifetime
- Ensure any monthly management reporting is completed & submitted on time
- Cross working with the Italy HR and IT teams to meet the needs of the employees and organization
- Overseeing the function that orders products from all MBD sites and third parties on a weekly basis to meet stock and customer needs
- Continuously develop attitudes, knowledge and skills within the Office team to meet objectives through the PMD process, identifying individual development needs of the team and sourcing appropriate training
- Point of contact for cross divisional projects and work with appropriate stakeholders to ensure correct people are involved
- Efficient and effective management of warehousing activities ensuring compliance with Health & Safety regulations
- Ensure products are stored within the environmental guidelines set by MBDs Quality Assurance department & Vendor guidelines
- Ensuring adherence to the Global Trade Compliance Management System (GTCMS). Site coordinator and/or back-up will manage and is responsible for, but not limited to: import/export activity for their site Harmonized Tariff classifications, screening, valuation, dual-use, broker and forwarder management, and promoting awareness of, and compliance with, Trade laws and regulations as well as Thermo Fisher polices.

**Minimum Requirements / Qualification**
- University degree
- School certificates or higher demonstrating good written and numerical skills
- Significant management or supervisory level, ideally in a related industry or fast-moving consumer goods (FMCG)
- Proven ability to manage inventory and performance metrics to annual targets
- The ability to travel within the allocated sales region and also to attend regional, national or international meetings
- Good computer skills in SAP and MS Office products (strong Excel)
- Knowledge in Microbiology would be an advantage

**Leadership competencies**
- Embodies the 4-I values: Leads, motivates, enables and inspires others to succeed using appropriate styles. Has a clear vision of what is required and acts as a positive role model
- Drives continuous learning: Proactively supports change and adapts to changing circumstances. Encourages others to embrace change.
- Builds organizational relationships: Promotes collaboration and cross functional working. Understands the impacts of decisions on other parts of the organization.
- Leverages business acumen: Evaluates data and prioritizes actions to reach logical and profitable business decisions.
- Builds customer allegiance: Exceeds customer expectations by displaying total commitment to providing solutions of the highest possible standards.
- Communicates openly: Communicates effectively at all levels and across borders to successfully influence others.
- Drives growth: Actively influences events and proactively acts on opportunities. Initiates action and drives growth and improvement in processes and results.
- Develops people including self: Drives continuous learning, champions employee development and growth.

**Non-Negotiable Hiring Criteria**
- Full driving license.
- Fluent in business level English and Italian,

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