Associate Manager Customer Service

The Job's Mission

To manage the Customer Care area within the Customer Logistics Function in Turkiye  (including Customer Care for Joint Replacement, Trauma, Spine, NV, Sports Med, Medical, NSE, Surgical and Endoscopy and ProCare Customer Services and all other orders for disposable products). This encompasses the entire operational process related to the specific area, ensuring that “Best in Class” organization is created and maintained through implementing solutions to further develop, maintain and improve customer satisfaction, reduce cost and optimize inventory. A key component of this role will also be to lead, coach and develop the team as well as acquiring the best in talent.

Key Activities & Accountabilities

• Support the Customer Logistics strategy for Turkiye. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the department.
• Take full responsibility for your area and ensure all Customer Service, operational, efficiency & financial KPIs are monitored effectively and targets achieved relating to.
  • On-Time-in-Full OTIF
  • Back order / open order management
  • Back order communication
  • Samples and trial stock
  • Bulk order management
  • TS loaner management
  • Repair order / Field Service Repair management
  • Exchange process management
  • EDI / Automated order management
  • Customer Freight management
  • Days on Hand (DOH)
  • Cost management
  • Management of all returns / credits
  • Management of Product Incident replacement orders
  • Management of Capital placement orders
  • Management of iSuite install orders

• Manage day to day operational relationship with our key distributors
• Manage your team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations.
• Take ownership and participate in projects, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
• Produce month end reporting on open orders to ship and back order status, ensuring revenue is maximized
• Ensure orders and requests are processed in the agreed timeframe
• Implement & maintain a culture of continuous improvement of service provided to our customers.
• Organize and take part in key supplier service reviews (UPS, FEDEX, Turkish Airlines etc.)
• Build and maintain relationships with other Enabling Functions such as Finance, RAQA, Sales, while driving leverage opportunities across the areas.
• Play an active role in the Turkiye Operations Management team as we strive to Implement a world class Logistics and Customer Care Operation.  Critical to this will be the identification of appropriate benchmarks & the sharing of best practice that drives efficiency & productivity.
• Management of the operational processes related to any business acquisition integrations related to your area of responsibility
• Provides business case and detailed cost justification to decision makers to obtain resources.
• Ensure all Compliance, SOX, FCPA and Quality policies are implemented and applied in your area and robust procedures, work instructions, training are in place.
• Liaise with and visit customers in order to partner with them to develop innovative solutions and solve issues
• You will be responsible for the direct reporting of a team of approximately 10 members of staff.
• You may have one or more Team Leaders reporting to them in the future, as the team grows.
• Manage the reporting of CS transactions according to the UTS project regulations
• Provides in time the monthly information for Scorcard and Highlights reports
• Provides weekly sales update to the management team
• Communicate with Venlo the monthly shipments forecast and urgencies
• Supervise the control on customer payment terms and credit limit with Finance Team to ensure shipments are being performed according to the requested conditions.
• Follows up the EEMEA Delegation of Authority process for direct and indirect sales
• Collaborate with Asset Manager in order to reduce/limit the Excess and obsolescence stock
• Develop and maintain Service Level Agreements with our customers

Education

BS Degree in a relevant field

Project / People Management qualifications would be an advantage

Fluency in English is required

Experience

Operations / logistics including a customer facing role.

People and project management.

Business process analysis

Reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)

Competencies

Ability to communicate in a highly effective manner and work both independently and as part of a team on assignments.

Must be IT literate and efficient in an administrative environment.

Must have the ability to work on their own initiative, prioritizing and organizing workload.

• Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives
• Strategic activity – Understands and considers customers, regulatory and legislative issues when  making decisions
• Planning/Organization –  Understands what is needed to accomplish project objectives and establish appropriate goals and priority. Demonstrate clear evidence of objective measurement of their achievements.
• Relationship Builder – Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness
• Innovation & Creativity – Develops and champions new ideas.
• Team Management  - Ability to recruit, develop and engage high performing teams.
• Proactivity - A self starter who can define priorities and manage the complexities of multiple projects. Has a pro-active and independent personality, ability to manage their own workload and prioritize appropriately
• Strong internal drive and motivation to make a difference and add value to an organization
• Excellent communication skills