Customer Service Manager - Italy Milano

Customer Service Manager - Italy
Milano
Lombardia, Milano

Location- Milan- Job type:

- Permanent Full Time- Job ref:

- 007668Are 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 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

**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 We Can Offer You**:

- Private healthcare

- Wellbeing allowance up to €300. 00 a year

- Annual programme of fun events

- Enhanced maternity & paternity leave