Manager, Customer Service - Milano, Italia - Thermo Fisher Scientific

Thermo Fisher Scientific

Azienda verificata

Milano, Italia

1 settimana fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

Position Summary:

This senior role is a management position providing leadership at the Rodano location of our Microbiology Division ensuring that local legal requirements are met, local activities are coordinated, and company objectives achieved.

Ensuring Customer satisfaction and that Company metrics are achieved through the country order entry, warehousing, planning, budgeting and forecasting process.

Included in the role is managing, mentoring and coaching of the onsite office teams.

The teams on site cover Customer Service, Pricing & Tenders and Supply Chain, handling offer preparation, order management and supply of our product range.

The position reports to the Regional Customer Service Manager, Southern Europe, with a dotted line to the Global Distribution Director.

Responsibilities:

Manage the activity of the Customer Service, Pricing & Tenders and Supply Chain teams to ensure adherence to processes and procedures from Order receipt to Delivery creation and achieve customer satisfaction
Monitor customer returns and claims, ensuring root cause analysis of issues and corrective action to prevent reoccurrence
Oversee Customer complaint process; review customer complaints, ensure proper documentation, identification of root cause and timely resolution; prepare monthly reports noting trends, recommend corrective actions, and escalate issues. Analyze and report complaint trends to management.
Draft, review, and implement of Customer Service Department Standard Operating Procedures.
Leverage PPI business systems to constantly evaluate customer service processes and implement enhancements that will increase customer satisfaction to drive continuous improvement.
Support the Sales and Sales Operations teams in the preparation, of commercial offers and the management of contracts through their lifetime
Ensure any monthly management reporting is completed & submitted on time
Cross working with the Italy HR and IT teams to meet the needs of the employees and organization
Overseeing the function that orders products from all MBD sites and third parties on a weekly basis to meet stock and customer needs
Continuously develop attitudes, knowledge and skills within the Office team to meet objectives through the PMD process, identifying individual development needs of the team and sourcing appropriate training
Point of contact for cross divisional projects and work with appropriate stakeholders to ensure correct people are involved
Efficient and effective management of warehousing activities ensuring compliance with Health & Safety regulations
Ensure products are stored within the environmental guidelines set by MBDs Quality Assurance department & Vendor guidelines
Ensuring adherence to the Global Trade Compliance Management System (GTCMS). Site coordinator and/or backup will manage and is responsible for, but not limited to: import/export activity for their site Harmonized Tariff classifications, screening, valuation, dualuse, broker and forwarder management, and promoting awareness of, and compliance with, Trade laws and regulations as well as Thermo Fisher polices.

Minimum Requirements / Qualification

University degree
School certificates or higher demonstrating good written and numerical skills
Significant management or supervisory level, ideally in a related industry or fastmoving consumer goods (FMCG)
Proven ability to manage inventory and performance metrics to annual targets
The ability to travel within the allocated sales region and also to attend regional, national or international meetings
Good computer skills in SAP and MS Office products (strong Excel)
Knowledge in Microbiology would be an advantage

Leadership competencies

Embodies the 4I values: Leads, motivates, enables and inspires others to succeed using appropriate styles. Has a clear vision of what is required and acts as a positive role model
Drives continuous learning: Proactively supports change and adapts to changing circumstances. Encourages others to embrace change.
Builds organizational relationships: Promotes collaboration and cross functional working. Understands the impacts of decisions on other parts of the organization.
Leverages business acumen: Evaluates data and prioritizes actions to reach logical and profitable business decisions.
Builds customer allegiance: Exceeds customer expectations by displaying total commitment to providing solutions of the highest possible standards.
Communicates openly: Communicates effectively at all levels and across borders to successfully influence others.
Drives growth: Actively influences events and proactively acts on opportunities. Initiates action and drives growth and improvement in processes and results.
Develops people including self: Drives continuous learning, champions employee development and growth.

Non-Negotiable Hiring Criteria