Associate Manager, Customer Service

2 tygodni temu

Warszawa, Mazovia, Polska Stryker Pełny etat

Key responsibilities:

As a first line supervisor leading a team of specialists within Customer Relationship Management (CRM) process in Operations DepartmentAchieving seamless supply of the products within provided operational frameworks, securing full satisfaction of end customer and business relationship developmentLiaising between customers and internal teams of manufacturing, sales, field service, order processing and accounting with focus to resolve status, production, delivery and billing inquiriesReviewing warranty claims, developing and managing return materials authorization (RMA) processes for ensuring that customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolvedStakeholder management, facilitating regular operational forums, resolving conflicts, providing active support to the team as escalation point, etc. Performing relevant mentoring/education and team development, to secure the required co-workers competence and high level of customer satisfaction, as resultConstant improvement of the operational processes, eliminating or automatizing manual operations, looking for time and effort savings

Our requirements:

Higher education or minimum 4 years of equivalent work experienceFluent Polish and English (min. C1), other languages proficiency will be an advantageAt least 2 years of experience in leading directly operational team between above 8 peoplePractical knowledge and practice within HR processes such as: annual and periodical evaluation, talent review, individual development plans, etc.Ability and true interest to work with people and through people on daily basisHigh level of organizational and communication skills, proven by successful experience track and available references in similar positions, healthcare or pharma sectors are preferred, but not as a mustComputer literacy in MS office, practical knowledge in data input/processing/output automatization in Excel, Power BI, Cognos and similar tools will be an advantagePractical experience in ERP JD Edwards or Oracle will be an advantageStructured mind and ability to work effectively, both in short and in mid-term time framesSense of urgency and ability to take fast decisions in dynamically pacing work environmentTime discipline and ability to meet assigned deadlinesEagerness to work with data/numbers and set of numerical KPIs, with ability to set realistic road maps for continuous performance and process improvements

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