Customer Service Manager (France et Benelux)

Contenu de l'offre Customer Service Manager (France et Benelux) chez Smiths Medical

About Us

Smiths is always looking for curious minds. For new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help make the world safer, healthier, more efficient and more connected.

We're proud that we've been helping propel the human world forwards during our 160 year history of innovation. By looking at things differently. By adapting and never standing still. And by always thinking big.

Today we're an aligned global business of five divisions and around 22,000 colleagues, that touches the lives of millions every year across five vibrant global markets.

In Smiths Medical, one of the five divisions of Smiths Group, we touch the lives of millions of people every day. Our colleagues are focused on providing innovative, lifesaving solutions for patients around the world.

So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future.

Job Description

In Smiths Medical, one of the five divisions of Smiths Group, we touch the lives of millions of people every day. Our colleagues are focused on providing innovative, lifesaving solutions for patients around the world.

So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future

We are currently looking for an experienced Customer Service Manager in order to join our Client Service Team in Rungis.

As a Customer Service Manager, you will have the mission of training all the customer service team of Smiths Medical. You will also be responsible to offer an excellent service to the company’s customers by establishing various procedures, policies and standards to improve the efficiency and customer satisfaction.

Additionally, as a member of the local management team, you will help with the implementation of the overall customer service vision and strategy in your market. You will also be responsible for anticipating needs, preparing an annual budget, forecasting expenses and analyzing deviations in order to reach the financial objectives for the customer service.

Finally, you will need to ensure that the operations of the business comply with all applicable laws, regulations and standards, as well as good business practices and documented business procedures (including, but not limited to, regulations of the FDA [Food and Drug Administration] or other regulatory bodies, regulations relating to quality systems, ISO standards, regulations and governmental laws on occupational health and the environment).

Duties and Responsibilities Hires, trains and manages members of the customer service department to deliver excellent customer service support to the Company’s customers Develops customer service procedures, policies and standards to drive out inefficiencies and improve customer satisfaction results Achieves customer service objectives by contributing customer service recommendations to strategic plans and reviews Meets Customer Service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures and analysing variances 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 Assures compliance for self and team, if applicable, 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) The Individual Educated to degree level or equivalent Previous experience in people management field in a customer service team, preferably in the pharmaceutical sector of the medical devices one. Ability to define, monitor business relevant metrics and KPI’s Strong overall business acumen and ability to ensure that cross functional collaboration supports the customer service function Proven ability to lead, establish, maintain and influence effective working relationships with internal customers within the region and across functions and external customers Expert in excel Strong English language skills are required for both written and verbal communication Ability to delegate work where required Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.