Customer Services Manager

vor 2 Wochen

Basel, Schweiz ResMed Vollzeit

We are recruiting our future Customer Services Manager to join our Customer Service team in our Basel Office.

Let's talk about the role:
Your primary objective is working as part of the team to ensure the smooth running of all Customer Service activities for the company. You will be responsible for the co-ordination of a competent and professional service to all ResMed customers, including providing a high quality point-of-contact for customer enquiries and support that facilitates ResMed’s high quality and market-leader status. And ensuring that excellent relationships are developed and maintained with internal and external customers at all times.

To be a real change agent and a team player that embrace the strong team spirit within the department is fundamental to the success of this role and in achieving an efficient, streamlined operation ensuring excellent customer satisfaction.

Let’s talk about responsibilities:

- Be a partner to the Director Customer Experience EMEA, the Swiss Country Manager and Sales Manager and other ResMed key stakeholders.
- Make the European Commercial Operations Strategy in action concrete for all team members and implement customer service changes in line with the strategy within the areas people, innovation, digitization and business excellence.
- Obtain customer insights regarding valued services and transforming ideas to new solutions.
- Actively working for documenting customer interactions in CRM system for ensuring customer insights are spread outside of Customer service.
- Develop diversified service offerings based on customer segmentation.
- Remove low value tasks by driving the change from manual towards automated processes.
- Ensure the relevant business groups have the necessary customer service to enable to have strong and profitable growth.
- Monthly reporting of key performance indicators to the Swiss Country Manager and Sales Manager and to the Director Customer Experience, EMEA
- Play an active role in the EMEA CS leadership team by sharing knowledge and best practises.
- Participate in evaluation and implementation of new processes and systems.
- Participate and play an active Role in the Swiss CMT Meetings
- Support the yearly ISO Certification of Resmed Switzerland
- Support the execution of CS improvement initiatives at a local level.
- Manage the team, ensuring smooth running of the department, ensuring excellent customer service and support as required to the wider ResMed team.
- Managing the consolidation of the team roles and responsibilities to ensure a balanced work load and business continuity at all times.
- Regular 1:1 reviews with the team to develop and coach the team to be the best they can.
- Support their continued development in alignment with their goals and development plan.
- Be the escalation point for customer complaints.
- Explore, develop and incorporate proactively new ideas into current practices and area of expertise, making processes streamlined, efficient and sustainable.

Let's talk about the position challenges:

- Must be able to inspire a team change mentality.
- Being a strong local leader, able to collaborate with and challenge Swiss key stakeholders.
- Must be able to prioritise and handle multiple tasks as well as explore, develop and implement new scalable processes and systems.
- Working with ResMed support teams at multiple locations.
- Must maintain high-level of accuracy.
- Must be able to demonstrate good problem solving skills.

Let’s talk about qualifications and experience:

- Business fluent in German, French and English
- More than 5 years of relevant management and customer service professional experience
- Demonstrable people management experience
- Experience within the medical Industry or Healthcare environment.
- Experience of ResMed portfolio.
- IT skills in using Microsoft Office, major ERP and CRM systems
- Highly competent organisational and planning skills
- Excellent customer care skills
- Skills in a major ERP system (KumaVision and Oracle preferred)
- Skills in a major CRM system (SalesForce preferred)
- Experience from measuring the voice of the customer (Net Promotor Score preferred)
- Experience from digital order solutions, such as EDI and web shop

Let's talk about your personal qualities:

- Excellent interpersonal skills to form effective working relationships.
- Working within a rapidly growing and evolving business; where requirements and service levels need to be regularly reviewed and challenged to support this growth.
- Strong leadership skills to drive change.
- Ability to communicate with key customers to capture customer insights and transform ideas to valued solutions.
- Influencing stakeholders while being highly collaborative - build solid stakeholder relationships.
- Pro-activeness - positive, can-do and proactive approach coupled with the ability to identify future opportunities
- Strong written and verbal communication skills with high attention to detail.
- Excellen

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