Customer Service Manager Italy

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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