Customer Service Manager Milano

Customer Service Manager
Milano
Lombardia, Milano

Thermo Fisher Scientific Inc**.

is the world leader in serving science, with annual revenue of approximately $40 billion.

Our Mission is to enable our customers to make the world healthier, cleaner, and safer.

Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or the development and manufacture of life-changing therapies, we are here to support them.

Our global team of more than 100, 000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, and Unity Lab Services, Patheon, and PPD.

**The role**:This senior role is a management position providing leadership at the Rodano location of our Microbiology Division ensuring that local legal requirements are met, local activities are coordinated, and company objectives are achieved.

Ensuring customer satisfaction and company metrics are achieved through the country order entry, warehousing, planning, budgeting, and forecasting process.

The role includes managing, mentoring, and coaching the onsite office teams.

The teams on site cover

**Customer Service, Pricing & Tenders and Supply Chain, ** handling offer preparation, order management, and supply of our product range.

The position reports to the Regional Customer Service Manager, Southern Europe, with a dotted line to the Global Distribution Director.

**What you'll do**:

- Lead the activity of the Customer Service, Pricing & Tenders, and Supply Chain teams to ensure adherence to processes and procedures from Order receipt to Delivery creation and achieve customer satisfaction

- Supervise customer returns and claims, ensuring root cause analysis of issues and corrective action to prevent re-occurrence

- Oversee Customer complaint process; review customer complaints, ensure proper documentation, identification of root cause, and timely resolution; prepare monthly reports noting trends, recommend corrective actions, and escalate issues.

- Analyse and report complaint trends to management.

- Draft, review, and implement Customer Service Department Standard Operating Procedures.

- Leverage PPI business systems to constantly evaluate customer service processes and implement enhancements that will increase customer satisfaction to drive continuous improvement.

- Support the Sales and Sales Operations teams in the preparation, of commercial offers and the management of contracts throughout their lifetime

- Ensure any monthly management reporting is completed & submitted on time

- Cross-working with the Italy HR and IT teams to meet the needs of the employees and organization

- Supervising the function that orders products from all MBD sites and third parties on a weekly basis to meet stock and customer needs

- Continuously develop attitudes, knowledge, and skills within the Office team to meet objectives through the PMD process, identifying individual development needs of the team and sourcing appropriate training

- Efficient and effective management of warehousing activities ensuring compliance with Health & Safety regulations

- Ensure products are stored within the environmental guidelines set by MBDs Quality Assurance department & Vendor guidelines

**What we need from you**:

- Significant management or supervisory level, ideally in a related industry or fast-moving consumer goods (FMCG) - Knowledge in Microbiology would be an advantage

- Validated ability to lead inventory and performance metrics to annual targets

- Good digital literacy in SAP and MS Office products (strong Excel)

- Drives continuous learning: Proactively supports change and adapts to changing circumstances.

Encourages others to accept change.

- Builds interpersonal relationships: Promotes teamwork and cross-functional working.

Understands the impacts of decisions on other parts of the organization.

- Leverages business acumen: Evaluates data and prioritizes actions to reach logical and profitable business decisions.

- Builds customer allegiance: Exceeds customer expectations by displaying total commitment to providing solutions of the highest possible standards.

- Communicates openly: Communicates optimally at all levels and across borders to optimally influence others.

- Drives growth: Actively influences events and proactively acts on opportunities.

Initiates action and drives growth and improvement in processes and results.

- Develops people including self: Drives continuous learning and champions employee development and growth.

- Full driving license.

- Fluent in business level English and Italian, Other European languages would be an advantage, in order to be able to communicate effectively in the region

- Demonstrable record of achievement in a role that has required influencing and/or leading directly/indi