Customer Service Liaison For Italy And Suisse Lazio

Customer Service Liaison For Italy And Suisse
Roma
Lazio, Lazio

At Cordis, we aim to be a trusted partner, offering a broad range of innovative solutions that help our customers provide cost-efficient, more effective healthcare.

Join our team of humble partners striving each day to make healthcare more efficient, providers more effective, and patients as healthy as possible.

**Job Summary**:

The Customer Service Liaison, Italy and Suisse is responsible within her/his region for ensuring customer satisfaction through effective business partnering with a third-party provider.

**Essential Functions and Responsibilities**:

- Ability to take on a leadership role

- Is a reliable and effective business partner to the country organization and the EMEA CS organization

- Contributes to achieving the highest standards in Customer Care

- Responsible for reaching the Customer Service objectives and KPIs

- Acts as an escalation point and takes a lead role in Customer Service issue resolution with relevant stakeholders

- Monitors and supports process flows, including order management, blocked orders, consignment, debit & credit notes, shipments, returns, recalls, etc.

- Monitors and communicates changing needs of customer base and recommends process, system, organization changes to accommodate customer requirements

- Surveys the customer base to measure customer satisfaction relating to the process, product pricing, quality and support

- Drives improvements by analyzing data, identifying process gaps and bottlenecks and implementing corrective action

- Participates in or leads departmental and cross functional process improvement initiatives with the wider EMEA function when needed

- Assists in determining the appropriate operating model to best serve the customer base

- Supports successful integration of business expansion opportunities and other ad-hoc projects

- Part of the customer operations and customer service governance team EMEA and the respective country/cluster management team

**Qualifications**:

- University/Bachelor's Degree or Equivalent

- 3-4 years relevant experience, preferably in Healthcare/ Medical Industry

- 2+ years of project management in customer care

- 2+ years of people management in customer care

- A self-starter who takes responsibility for objectives and results; holds oneself accountable

- Passion for Customer Service excellence

- Strong relationship building and communications skills

- Experience working with third party providers

- Demonstrated success in problem solving and continuous improvement

- Fluent English, Italian, in addition French and German preferred

- Knowledge of ERP preferred

The role will involve a degree of travel