Customer Service Manager

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?

Please note this role is based fully on-site in our Italian office in Monza and Brianza.

What You'll Be Doing:

This is a diverse role, and no two days are the same.

Driving the day-to-day operation to ensure all Italian orders are shipped on time and all customer queries are handled promptly

Leading a team of Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service

Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes

Develop communication and change management plans so your team are fully informed about new products and business initiatives

Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering

Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making

Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics

Support the Customer Service Director with the implementation and global rollout of the new CRM system and omnichannel platform

What Experience Do You Need:

Strong Customer service (senior profile) experience required (3 years minimum)
Motivational skills and ability to supervise and lead a team Fluent in Italian and Professional level of English Able to work well under pressure

Able to work on own initiative, self-starter and as part of a team Ability to work to tight deadlines with accuracy and detail

Strong Excel skills

Experience dealing with imported goods

Proven track record in a customer service role in medical devices

Knowledge of ERP systems

Knowledge of Data protection, Cyber security, and anti-money laundering policies

What We Can Offer You:

Comprehensive benefits package

Global appreciation platform to recognise colleagues around the globe

Fantastic opportunity to work with highly talented teams and individuals and grow with the business

Being part of an organisation you can be proud to work for changing the lives of millions of people!
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