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. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

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

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.