Customer Service Manager

  • Milano
  • Bvi Medical
Job Requisition Name Customer Service Manager Job Requisition No VN8012 Work Location Name France - Toulouse (BVI) Worker Basis Full Time Worker Type Employee Applications Close Date Apr 30' 2025 Purpose Are you ready to be the main point of contact for all Customer Service related queries? As a Customer Service Manager you will be responsible for leading our French Customer Service team' developing' and implementing BVI's Customer Service strategy to deliver exceptional services' and driving change and improvements in internal processes. Your role will be crucial in motivating your team and building a culture of continuous improvement. Key Responsibilities - Provide supervision' mentorship' and training to a team of approximately 15 Customer Service and Sales Support Specialists and Associates. This includes planning' assigning' and directing work' as well as appraising performance and guiding professional development. - Act as a change manager' instilling a continuous improvement ethos and implementing actions to efficiently deliver exceptional customer service. - Cultivate and maintain effective relationships with key internal and external stakeholders. - Measure and monitor team performance' ensuring training modules are completed. - Establish and drive analysis and timely production or reports' KPI's and metrics. - Foster the development of a unified ", one BVI", culture by aligning and creating consistent global processes. - Provide backup support for other European markets when needed. Qualification - Bachelor's degree in business or a related field and a minimum of 5 years of experience' or an equivalent combination of education' training' and experience. - At least 3 years of leadership experience. - Experience working with ERP systems in a Customer Service capacity' with the ability to quickly learn software programs such as Sales Force' Sage' and IFS (Preferably able to handle various ERPs). - Proficiency in French and English (proficiency in Italian would be a valuable asset) - Demonstrated experience in process digitalization or change management' with a willingness to reorganize processes and think creatively to drive improvements. Company BVI is refocusing the future of vision. As one of the fastest-growing' diversified surgical ophthalmic businesses in the world' our purpose-built portfolio of trusted brands includes: Beaver (Knives and Blades)' Visitec (Cannulas)' Malosa (Single-Use Instruments)' Vitreq (Vitreoretinal Surgical Products) and PhysIOL (Premium IOLs)' and spans more than 90 countries. We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts' refractive error' glaucoma' retinal disease' and dry eye. Unburdened by legacy or bureaucracy' we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients' based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility' simplicity' and transparency' we stay committed to listening to our customers' delivering for our patients' and keeping the future in focus. Learn more at www.bvimedical.com