Associate Customer Service Manager

Work Flexibility: Hybrid

The Job's Mission

To manage the Customer Care area within the Customer Logistics Function in Turkiye  (including Customer Care for Joint Replacement, Trauma, NV, Sports Med, Medical, NSE, Surgical and Endoscopy and ProCare Customer Services and all other orders for disposable products). This encompasses the entire operational process related to the specific area, ensuring a “Best in Class” organization is created and maintained through implementing solutions to further  develop, maintain and improve customer satisfaction, reduce cost and optimize inventory.

What You Will Do

• Support the Customer Logistics strategy for Turkiye. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the department.
• Take full responsibility for your area and ensure all Customer Service, operational, efficiency & financial KPIs are monitored effectively and targets achieved.
• Manage the day to day operational relationship with our key customers.
• Manage your team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations.
• Take ownership and participate in projects, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels.
• Implement & maintain a culture of continuous improvement of service provided to our customers.
• Build and maintain relationships with other Enabling Functions such as Finance, RAQA, Sales, while driving leverage opportunities across the areas.
• Ensure all Compliance, SOX, FCPA and Quality policies are implemented and applied in your area and robust procedures, work instructions, trainings are in place.

What You Need

• B.S. Degree in a relevant field.
• Advanced English skills.
• Experience in operations or logistics including a customer facing role.
• Experience in people and project management.
• Ability to communicate in a highly effective manner and work both independently and as part of a team on assignments.
• Ability to work on their own initiative, prioritizing and organizing workload.