Customer Service Manager

Location: Turbigo

Purpose of the Job
Management of the Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquiries, service requests and customer complaints. The department’s teams are based (NN).

Roles & Responsibilities

The manager will train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort.

Assure team compliance with internal processes and procedures (e.g. Abbott Medical Quality System) and with the applicable legislation.

Strategic development of the country’s Customer Service department and service activities.

Set goals which align to department plans and manage the execution of the goals.

Hire and retain diverse, highly qualified Customer Service staff and provide ongoing performance feedback.

Monitor and manage department/individual goals and objectives.

Use KPIs to challenge current status.

Ensure all Customer Service employees are trained, and documentation meets the division’s quality standards.

Develop a continuous improvement environment for department processes, including order processing (EDI and Esker), returns processing, backorder processing, credit requests and new product launches, and identify and work on process improvements.

Develop a culture that promotes a customer–focused philosophy of “ease of doing business” both within and outside the Customer Service department.

Maintain a safe and professional work environment.

Supervise work schedules, PTO, staffing levels to ensure customer calls, orders, e‑mail requests and other forms of external and internal customer contact and request are handled appropriately and within defined goals.

Support all company initiatives as identified by management in support of QMS, EMS and other regulatory requirements.

Comply with local regulations, other regulatory requirements, company policies, SOX legal requirements, operating procedures, processes and task assignments.

Ensure transactions in our ERP system are processed in accordance with documented procedures embedded in the Abbott Medical QA system. Monitor violations and issue corrective action toward processes and/or people.

Monitor service complaints and issue corrective actions for local complaints.

Responsible for organizing master data maintenance (customer, materials, prices).

Ensure cost- and quality-efficient transport solutions of the products through close collaboration with the Global Transportation team.

Support the quality and sales department in FSCA (Field Safety Corrective Action) implementation.

Act as the contact person for some approved suppliers, know the terms and keep others informed, and update the approved supplier log.

Maintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors and vendors.

Develop strong and efficient communication inside the team and with other departments especially Sales.

Initiate, lead or supervise assigned projects.

Responsible for consignment (organization, reconciliation and follow-up).

Responsible for managing SUBD products in collaboration with the Inventory team to minimize scrap due to expired products.

Perform other related duties and responsibilities on occasion as assigned.

Constantly challenge the status of the Customer Service department by analyzing department performance.

Represent the Customer Service organization in country-management meetings.

Support the Regional Customer Service Manager by managing or executing EMEA or Regional projects and Customer Service activities.

Education & Competencies

Bachelor’s or master’s degree in economics or a technical discipline.

Minimum 8 years of Customer Service or Contact Center experience, of which a minimum 2 years in a leadership role.

International management experience is a plus.

Experience in the medical device industry.

Fluent in English and at least one other European language.

Experience working in a broader enterprise/cross‑division business‑unit model preferred.

Experience in matrix organizations and project management.

Ability to work in a highly matrixed and geographically diverse business environment.

Leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.

Demonstrated ability to train and mentor others.

Ability to work effectively within a team in a fast‑paced, changing environment.

Strong verbal and written communication skills with the ability to effectively communicate at multiple levels in the organization.

Multi‑task, prioritizes and meets deadlines in a timely manner.

Team player.

SAP experience is a plus.

10–15% travel required.

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