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?

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 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