Customer Service Manager

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

**Customer Service Manager Adriatic Cluster**

We are seeking a Customer Service Manager for our Adriatic Cluster to join our Adriatic leadership team This position will be responsible for leading both run and transformation activities of Customer Service to deliver the highest quality service and customer satisfaction. In line with our strategic initiative named Full Potential, the main mission will be to drive performance, efficiency for both subsidiaries and distributors in order to push new services and contribute to develop profitable growth.

This position reports directly to the Vice President Adriatic Cluster and has three direct reports with a total team of approximately 40 people based in 3 countries (Italy, Greece, Serbia).

This position is to be based in Italy with frequent expected travel throughout Italy and abroad.

**What will your responsibilities be within bioMérieux?**

**Performance Optimization**:

- Liaise with Marketing and Sales departments to define and ensure the best service class to our customers
- Assess Customer Service performance, build and follow up relevant KPIs, analyze and share results
- Initiate action plans to improve processes and methods efficiency in line with quality assurance framework
- Initiate action plans to optimize customer service organization and capabilities
- Implement changes and manage operational activities to boost implementation and support of our solution portfolio for all subsidiaries and distributors

**Customer Service transformation**:

- Determine customer service requirements by maintaining contact with customers; visiting customers, conducting surveys, benchmarking best practices (inside and outside of the Cluster)
- Contribute to business development by leading strategic service excellence initiatives related to customer satisfaction and profitable growth
- Collaborate with Customer Service Managers from other clusters to share experiences, benchmark best practices, implement the best transversal organization at customer service level
**Development and Team management**
- Manage the team under your responsibility and ensure communication and exchange transversally with your peers and functionally with regional and global customer service teams.
- Define the roadmap and objectives for your team, set up training plans and ensure hiring with managers reporting to you
- Optimize efficiency by allocating the right level of resources to the tasks under your responsibility
- Drive the growth of your team and address performance issues in order to optimize team organization and efficiency
- Define and prepare team for new technologies and lead change management

**Who are you?**
- You have a Master’s Degree in Science/Engineering or similar educational background
- You have at least 5 years of successful experience in a management or leadership role in customer service
- You have talent for people management and are passionate about developing others and driving team growth
- You are a team player with strong emotional intelligence.
- You are recognized for your business acumen and commercial orientation.
- You have the ability to translate a strategic vision and the agility to drive new initiatives in a complex and multidimensional environment
- You have an analytical mind, consistently seeking to optimize performance, problem solve and you demonstrate decision making skills
- You are a natural leader, highly skilled in influencing others
- SAP and Sales Force experience is an asset for this role
- You speak fluent English, fluent in Italian would be a plus