Customer Service Manager Nordics in Malmö at Stryker Corporation

掲載日付: 8/6/2020

求人のタイプ

仕事内容

The Job's Mission 

The Customer Service Manager Nordics is responsible for managing the Customer Service / Customer Care teams based in Malmö and Finland).

Ensure a “Best in Class” customer service organisation is created and maintained through implementing solutions to further develop, maintain and improve customer experience, -satisfaction and loyalty.

Develop a future stratey for customer service in the Nordics, including assessing best locations and asses future needs of the customers.

Member of the BeneNord Operations management team, ensuring that relevant issues are addressed and solutions implemented to ensure the smooth running of the Customer Service teams in Malmö and Finland

This key position has frequent contacts with Sales, RAQA, Supply Chain, Finance etc.

Key Activities & Accountabilities

  • Providing leadership and management to the Customer Service teams in Malmö and Finland, including Customer Care for all sales divisions.
  • Develop and implement the appropriate Customer Service strategy for the Nordic region. 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.
  • Budget responsibility for all costs related to customer care Nordic, accountable for budgeting and follow-up.
  • Build close relationships with business leaders in Nordic to align customer service strategi with commercial strategy.
  • 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 KPI’s for the Customer Service function and review them weekly/monthly with Customer Service Team and other personnel as appropriate.
  • Ensure the most cost efficient transport solutions are used at all times, regularly and source new solutions as and when required
  • Implement and maintain a culture of continuous improvement of service provided to our customers.
  • Review and approve the staffing structure and workload of each location taking into account the needs of the SYK customer base
  • 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 (escalation) 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.
  • 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.
  • Participation in cross-functional projects.
  • 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.
  • Provides business case and detailed cost justification to decision makers to obtain resources.
  • Ensures all ISO, Compliance, SOX, FCPA and regulatory requirements and policies are implemented and applied.
  • Other tasks and projects as required and deemed to be within the scope and capability of the Customer Service Manager

Experience

  • Bachelor or University Degree in a Business/Logistics discipline(s) or equivalent
  • Preferable completed management trainings
  • 5-10 years’ experience in customer service including customer (support) facing roles
  • 3-5 years’ experience in people management
  • Fluency in English
  • Fundamental IT knowledge (ERP – Oracle or SAP, MS Office, MS Outlook)

Desirable

  • Experience with continuous improvement and change management
  • Experience with business process analysis
  • Experience in international environment
  • Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
  • Experience of using quality and lean tools an advantage

Competencies 

  • Strong Customer Service leadership skills – proven ability to recruit, develop and engage high performing teams.
  • Understands and considers customers, regulatory and legislative issues when making decisions.
  • Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness.
  • Develops and champions new ideas.
  • Ability drive performance improvements and lead change.
  • Understands what is needed to accomplish project objectives and establish appropriate goals and priority.
  • Demonstrates clear evidence of objective measurement of their achievements.
  • Ability to withstand pressure and meet customer’s expectations.
  • Knowledge in business administration.
  • Ability to quickly understand complex processes and situations.
  • Selects effective approaches to solving issues, based on available information and business objectives.
  • Excellent communication (written & verbal) and presentation skills.
  • A self-starter who can define priorities, workload and manage the complexities of multiple projects.
  • Strong internal drive and motivation to make a difference and add value to an organization.
  • Willingness to travel throughout Nordic (10-15% travel)

Work From Home: Regularly scheduled days

Travel Percentage: 10%

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