Head Customer Service D-a-ch - Leverkusen, Deutschland - Ascensia Diabetes Care

Beschreibung

MAJOR TASKS AND RESPONSIBILITIES OF POSITION:

Customer Service Strategy to deliver exceptional customer experience for customers by providing high-level customer service to meet our customers' needs, with deep product knowledge for all Ascensia Diabetes Care portfolio of products and services.

This includes current, new products and future products and services


Team Leadership and Vendor Management:

Leading the Diabetes Service teams, with aligning tasks and processes between 1st and 2nd level teams, coordinating tasks and training of the external vendors and partners.

Customer Service Transformation:

Working closely with cross-functional teams to increase the use of digital channels, establish Customer Service-related processes, and drive efficiencies in Customer Service with streamlining processes, reviewing the service offerings, SLAs and by using the appropriate technologies, using digital communication and channels and through automating processes and defining the appropriate vendor operation model.

Continuous Improvement:

Continuously reviewing existing processes and defining new processes, constantly reviewing the structure and set-up to be able to provide an appropriate CS experience.

Collaboration:

The incumbent works closely with Sales, Marketing, Operations, Market Access and various other global and local functions and teams to develop an appropriate Customer Service plan.

Quality:

Responsible for the successful management of internal audits and ongoing quality measurement plans to ensure compliance with processes and delivering a service quality based on defined targets, with strongly collaborating with cross-functional teams e.g.

Quality, Regulatory, Medical, Marketing.


QUALIFICATIONS:


Medical Device Consultant (Medizinprodukteberater): appropiate degree in this field.


Qualification:
You hold a degree in business administration or a related field and have already gained practical leadership experience for 7+ years, including managing customer service, product support, vendor management and digitalization programs especially in the medical device industry


CGM experience:
Experience in diabetes field and especially in the CGM category would be beneficial

Technical experience -You gained proficiency in MS Office (Word, Excel, PowerPoint, and Outlook), working with CRM systems (Microsoft Dynamics), digital channels (Chat, Social Media) and easily learn new tools.

You understand and use data to make decisions in managing the processes and to improve Customer Service efficiency.


Language:
Native level of German language skills, advanced English skills verbal and written


COMPETENCIES:

Oversee interdependencies - You show a holistic understanding of supporting functions such as IT, CRM, Systems Administration, Digital, Insights & Analytics, Marketing, Operations and Commercial.

You demonstrate a thorough understanding of the Quality requirements of a complaint management system and how to use the information for managing business decisions.

Customer Focus - You demonstrate an excellent comprehensive understanding of customer requirements, proactive communication (oral and written - English and German, further languages welcome), excellent telephone customer handling and interpersonal skills, resolution of issues, problem prevention, judgment calls when exceptions to policy are required and appropriate, and goal alignment with the business strategy to ensure high customer service orientation.

Flexibility - You work effectively independently as well as in a team in a fast-paced, ambiguous environment while prioritizing workload for yourself, team colleagues, service providers while managing multiple responsibilities.

Forward-thinking - You are a self-starter; you are able to outline the vision for Customer Service operations, align all team members, tackle tasks with confidence, particularly during times of increased pressure, remain open to others' ideas and exhibit the willingness to try new thing