Customer Service Manager in Roma bei Stryker Corporation

Datum der Veröffentlichung: 6/18/2019



Your key responsibilities  

  • Providing leadership and management to the Customer Service teams in Italy, including Customer Care for all sales divisions, kit booking and Technical Customer Service.
  • Manage the Customer Service 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.
  • Develop and implement the appropriate Customer Service strategy for the Italian region. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequency to meet the performance objectives of the department.
  • Ensure that common business processes are in place in each group and that all employees are trained to follow these processes.
  • Development, analysis, review and monitoring of common Key Performance Indicators for the Customer Service function and review them weekly/monthly with Customer Service Team Leaders and other personnel as appropriate.
  • Implement and maintain a culture of continous improvement of service provided to our customers.
  • Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities.
  • Liaise with and act as a key contact and interface for key customers and other internal departments.
  • Build, develop, improve and maintain relationships with other internal departments while driving leverage opportunities across the areas.
  • Visit key customers with Sales on a regular basis to understand their needs and put plans to place to deliver ‘best in class’ customer service.
  • Active involvement in and ownership of local and pan-European improvement-, benchmark- and best practice projects which strive to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity.

What we are looking for

  • Bachelor or Master Degree in a Business/Logistics/Supply Chain/Engineering discipline or equivalent.
  • Several years of experience in Customer Service positions, including people management experiences.
  • Team Builder & Leadership - Ability to build, develop and engage high performing teams, as well as the ability to manage managers.
  • A Relationship Builder - Build and maintain relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness.
  • A self-starter who can define priorities and manage the complexities of multiple projects.
  • Strong project management and process development skills.
  • Preferable Black or Green Belt LEAN certification.
  • Fluency in English and Italian (written and verbal).
  • Fundamental IT knowledge (ERP – Oracle or SAP, MS Office, MS Outlook).

Additional Information

  • Please attach to your application the documents in English language

Work From Home: No

Travel Percentage: Up to 25%

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