Italian-speaking Customer Service Manager (f/d/m) Order Management

Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward.

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Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The Manager Southern Europe, Order Management for Beckman Coulter Diagnostics is responsible to establish Customer Service standards, performance goals, enhance customer satisfaction, and meet or exceed profitability goals.

Special focus is on Low Supply management and customers escalations, to ensure hospitals and labs receive the required products in a timely manner.

The incumbent will also oversee staff, ensure changes and improvements to company management systems; communicate timely to customers their order fulfilment status, including complaints status;

and cooperate with other company’s functions supporting the European Commercial Operations.

This position is part of the Customer Service Center located in Nyon and will be onsite (minimum 3 days in the office). At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the Order Management Team, Southern Europe and report to the Director, Customer Service Europe responsible for the European Customer Service Operations.

If you thrive in a leadership, fast paced, self-started role and want to build a world-class Customer Service organization read on.

In this role, you will have the opportunity to :

Demonstrate and deploy a Growth Mindset and a Continuous Learning attitude across the whole team

Manage and Enhance the Low Supply Management processes, in cooperation with Planning, Sales, Marketing

Increase the level of order process automation, to ensure a high-quality and fast order fulfillment

Establish Customer Service standards, procedures, performance levels and documentation requirements

Establish and recommend changes to policies related to order management

Drive Continuous Process Improvements and ensure the Key Performance Indicators (KPIs) are maintained on a timely manner

Direct the resolution of complex or unusual business problems cross-functionally

The essential requirements of the job include :

Extensive (10+ years ) experience in a Customer Service / Order Management role in a medium / large company

Minimum 4-5 years’ experience leading and building high performing teams

Fluent language skills in English and Italian

Strong communication skills - Customer focus and service oriented

Ability to manage change and influence acceptance of others especially in sensitive situations

Team player, problem solver, and able to work well under pressure

Ability to prioritize and handle multiple tasks : analysis, judgments and flexibility

It would be a plus if you also possess previous experience in :

Planning and Supply Chain

Oracle or similar tools

Medical device, Life Science or Pharma industry

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