Customer Operation Manager

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us

• Establish and oversee a healthcare professional, patient, and caregiver Customer Service Center for life science services in Region Europe. Handle both commercial and clinical cases to ensure exceptional service.
• Provide comprehensive support to assigned hospital accounts across Europe in order management. Coordinate logistics efficiently for timely delivery and superior customer service.
• Collaborate with various teams including operations, supply chain, manufacturing, quality assurance, legal, regulatory, commercial, and medical to meet customer needs.
• Monitor and maintain accurate system transactions related to order management processes. Ensure up-to-date order status using planning & master data parameters.
• Prepare and maintain relevant documentation and approvals for steady product flow. Ensure compliance with SOPs and regulations.
• Actively participate in cross-functional initiatives for process and performance improvement. Identify and implement innovative solutions.
• Support implementation of new setups according to business needs. Provide coverage for assigned accounts as necessary.

Requirements

• Proven experience in customer service operations management, preferably in healthcare or life sciences.
• Strong ability to collaborate effectively with diverse teams.
• Experience with ERP systems and understanding of planning & master data parameters preferred.
• Strong analytical and problem-solving skills to address complex challenges.
• Ability to contribute to process and performance improvement initiatives.
• Flexible approach to manage changing priorities and provide coverage as needed.
• Fluency in Italian and English
• Excellent verbal and written communication skills.
• Candidates must provide criminal record no older than 3 months.

Benefits

• Paid Special Leaves
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Vouchers (B-day voucher, wedding, and new born surprise, 5-years and10-years anniversary surprise)
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events

Is IT in your DNA?