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Job Description Summary
Are you an enthusiastic and inspiring leader, ready to implement and continuously drive change management processes? Are you committed to delivering excellent customer service for our customers and partners by directly and indirectly leading operational teams?
As Customer Service Manager, You Will
- Lead the Customer Service Organization, ensuring the effectiveness and efficiency of and important part of the Quote to Cash (QTC) operations for CEE.
- Strategically manage teams of up to 30 associates across two sites, working to improve customer relationships.
- Lead collaborate closely with local teams to support the integration and transformation of the customer service & care organization into QTC Global Business Services (GBS) and collaborate closely with local teams to, minimizing minimize business and customer disruption.
- Partner with GBS Process Excellence & Continuous Improvement and other support functions such as IT and Commercial to develop and implement new coordinated solutions that align with the companys strategic vision.
- Engage with business stakeholders to translate business needs into practical customer service solutions in line with our strategy.
- Maintain compliance with regulatory requirements impacting Quote to Cash and Customer Care functions.
- Guarantee high operational efficiency while reducing and containing operational costs.
- Achieve and exceed KPIs related to customer and partner satisfaction, efficiency, employee engagement, recruiting, attrition, and budget spend.
- Develop and implement people development plans, including training, compensation, and performance assessment.
- Drive mindset changes towards a collaborative partnership with our businesses and customers.
- Utilize project management skills to lead and deliver all transition & transformation projects for Central Eastern Europe using recognized best practice PM methodologies.
Your Profile
- Proven working experience as a customer service lead in a medical device multinational company.
- Experience in leading and managing multifunctional teams (
- Proven success in driving and leading significant change initiatives, showcasing strong people and change leadership skills.
- Demonstrated successful knowledge of project management skills, tools, and techniques (Lean or Six Sigma certification is a benefit).
- High expertise and in-depth solid understanding of customer service operations E2E and coordinated supply chain within a matrix organization, including experience with shared services and external service providers.
- Proficiency in SAP ERP, SFDC CRM, and other quote-to-contract tools.
- Knowledge of serving processes for distributors (EU and non-EU).
- Relevant financial knowledge (TAX, revenue recognition) for customer service compliance.
- Excellent communication skills, both written and verbal, in English and Polish (additional languages are helpful).
- A demonstrated tendency to challenge the status quo, drive constant improvement in processes, and achieve organizational goals and objectives.
- A Team-oriented and result-driven mindset.
Salary Range Information
zł204,300.00 - zł347,300.00 PLN Annual
Seniority level
Employment type
Job function
Industries
- Biotechnology Research, Medical Equipment Manufacturing, and Research Services
Primary Work Location
POL Warsaw - ul. Osmanska
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