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Contenu de l'offre Customer Service Manager chez Smiths Medical
MISSION
Smiths Medical produces high-quality, cost-effective medical devices and consumables vital to patient care. Our portfolio incorporates established brands and strong positions in select segments of the Infusion Systems, Vascular Access and Vital Care markets. A combination of capital equipment and consumables, as well as growing software and service offerings, provides diversity within our portfolio, and continuous access to customers.
We bring technology to life.
Today, we are recruiting an experienced Customer Service Manager to join our Customer Service Department at Smiths Medical in Rungis.
JOB DESCRIPTION
As the Customer Service Manager, you will be responsible for providing leadership for the members of the customer service department. You will be responsible to deliver excellent customer service support to the Company’s customers by developing procedures, policies and standards – you will expel inefficiencies and improve customer satisfaction results.
As a member of the local market management team, you will help to drive the global Customer Service Vision and Strategy within market. Additionally, you will meet Customer Service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures and analysing variances.
You will assure compliance of company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including, but not limited to FDA or other regulatory body, Quality Systems Regulations, ISO, government, occupational health and environmental regulations and statutes).
MAIN RESPONSIBILITIES
Hires, trains and manages members of the customer service department. Determines and analyses key local metrics to track departmental performance and to monitor the levels of customer service. Determines customer service requirements by maintaining contact with customers, conducting surveys and benchmarking best practices. Supervises, investigates and/or solves more complex and/or long-standing customer complex problems that have been referred by customer service representatives or supervisor. Makes significant financial decisions relating to customers (e.g. approving credits or compensation to customers). Keeps accurate records of discussions or correspondence with customers. Participates in both cross functional and cross market projects to drive customer service improvements. Manages the tender teams for Centre Region, leveraging best practice ensuring that tenders are submitted on time as driven by each tender requirement.ABOUT YOU
To deliver the results that we are looking for, you are a professional educated to degree-level with at least 5 years line management experience in a customer service environment gained preferably within medical devices or pharma industry. You are familiar with a variety of concepts, practices, and procedures within customer services and you know to define and monitor business relevant metrics and KPI’s.
You have strong overall business acumen and ability to ensure that cross functional collaboration supports the customer service function. You demonstrate ability to discuss business issues with all levels of management and to lead, establish, maintain and influence effective working relationships with internal customers within the region and across functions and external customers.
You are an expert in statistical techniques and in Excel.
Finally, you are fluent in French and in English and willing to travel (between 15% and up to 20%).
ABOUT US:
Smiths Medical is a leading global provider of medical devices for the hospital, emergency, home and specialist environments. Our products are used during critical and intensive care, surgery, post-operative care during recovery, and in a series of high-end home infusion therapies.
We offer 11 of the most respected and easily recognisable brands within our portfolio: Portexâ„¢, Medexâ„¢, Deltecâ„¢, Level1â„¢, Pneupacâ„¢, CADDâ„¢, BCIâ„¢, Jelcoâ„¢, Medfusionâ„¢, Grasebyâ„¢ and Surgivetâ„¢.
Smiths Medical employs some 7,850 people, with manufacturing concentrated in the US, the UK, Mexico, Germany, Czech, China and Italy. Most territories are serviced through wholly-owned local sales and distribution companies.
As part of Smiths Group plc, a FTSE 100 UK based company, Smiths Medical is well positioned to invest in continuous improvement, technological innovation and customer service.
