This site uses cookies. To find out more, see our Cookies Policy

Customer Service / Operations Manager in Roma at Stryker Corporation

Date Posted: 3/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Roma
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/18/2019
  • Job ID:
    R412015

Job Description

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 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.
  • Relationship Builder – Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness.
  • Proactive - 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 prioritise appropriately
  • 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).

Work From Home: No

Travel Percentage: Up to 25%

CHECK OUT OUR SIMILAR JOBS

  1. Vice President Jobs
  2. General Manager Jobs

Join our talent network

Joining our talent network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected to you.

Join Our Team