Explteer Overview You lead the Customer Service department to deliver expert order processing, pricing, billing inquiries, and service requests. You will coach and motivate a team to improve quality and productivity while aligning with Abbott Medical QA and local regulations. You'll drive strategic development of the country's Customer Service activities and foster a customer-focused culture. This role offers the chance to shape service standards, implement process improvements, and collaborate across regions and functions.
Retribuzione / Benefits Set and execute department goals aligned to plans
Hire, develop and coach Customer Service staff; manage performance
Monitor department and individual KPIs; drive continuous improvement
Ensure training and documentation meet quality standards
Improve processes for order processing, returns, backorders, credit requests, and new product launches
Promote a customer-focused culture and ease of doing business
Manage schedules, staffing, and workload to meet service targets
Support QMS, EMS,
and regulatory requirements; ensure ERP transactions follow procedures
Issue corrective actions for processes and local complaints
Maintain master data (customers, materials, prices) and coordinate with Global Transportation
Support FSCA implementation and supplier management
Foster cross-functional collaboration, especially with Sales
Manage consignment and SUBD products; minimize scrap
Lead or supervise projects; participate in regional/customer service initiatives
Represent Customer Service in management meetings
Responsabilità 8+ years of Customer Service/Contact Center experience
2+ years in a leadership role
Experience in the medical device industry
Fluent in English and at least one other European language
Experience in matrix organizations and project management
Ability to work in a highly matrixed, geographically diverse environment
Strong leadership and communication skills; ability to train and mentor
Proven ability to work in a f
📌 Customer Service Manager Italy (Italia)
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📍 Italia