Customer Service Manager Italy

7 giorni fa

Milano, Italia Rayner Intraocular Lenses A tempo pieno

Location
- Milan
- Job type:

- Permanent Full Time
- Job ref:

- 009687

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 Milan.**

**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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