IndirizzoDescrizione del lavoro:
(COMPANY NAME) fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join (COMPANY NAME), where every voice matters.
The Position
We are looking for an innovative, supportive, and motivating People Leader fitting with the VACC leadership model and adherent to the 8 (COMPANY NAME) Leadership Operating Principles, to join the Supply Chain leadership team, in our Supply Chain division.
As Customer Care Lead, you are responsible for delivering consistent and high-quality service and care to customers, managing risks, optimising cash flow and budget whilst focusing on sustainability and efficiency.
In your role, interacting with local customers, local and global strategic stakeholders, 3rd party logistics, suppliers, other relevant local and global teams, evaluating new technologies, market trends, gathering information and practices, you implement specific best in class supply chain solutions.
By understanding the customers' perspective and voice, you will ensure an efficient customer-centric approach and management and make them to perceive the unique value and benefits of (COMPANY NAME) Diagnostics logistics solutions and services, to enhance the overall customer experience, build customer loyalty, and address any gaps or issues that may impact customer satisfaction
The Customer Care Lead is a key figure in the visioning, planning and delivery of strategic Supply Chain initiatives, inspiring, coaching and mentoring a team of experts, while developing the full potential, creating an environment where people can learn, grow, collaborate and have a positive impact in co-creating the foundation for the future of the organisation.
The position requires people leadership skills as well as solid expertise of order management, invoice and post market environment, the ability to leverage proven capacity in order to effectively navigate through complicated and ambiguous organisational contexts and to influence senior stakeholders and partners to deliver supply chain excellent outcomes.
You have solid communication abilities, allowing you to efficiently and simply explain complex organisational challenges and opportunities.
Moreover, you will be a champion on creating efficiency by harmonising, simplifying and standardising flows, focusing on strategic processes and leveraging technology, increasing digitalization and automation adoption.
You will be part of the Supply Chain Leadership Team, of the FIBO eLT (extended leadership team) and of the LEN (Leadership Enabler Network) community of (COMPANY NAME) Diagnostics Italy
In this role, you will report to the Supply Chain and Logistics Lead and directly contribute to (COMPANY NAME) Diagnostics vision and ambition.
Your key responsibilities:
Architect of the Customer Care function, designing and implementing the framework that enables the team to effectively support and serve customers, while continuously improving the customer experience
Engage with customer and relevant stakeholders, strategic 3rd party logistics and suppliers to ensure the E2E processes impacting the customer satisfaction are efficient and continuously improved
Develop deploy and monitor metrics (KPI) and agile methodologies (i.e. OKR's) to assure high performing organization is in place to improve customer experience and satisfaction, costs and sustainability results
Support the usage and familiarization with effective tools to monitor and report metrics to measure performance, identify trends, and make data-driven decisions
Handling escalated customer inquiries or complaints and resolving them in a timely and satisfactory manner
Guarantee smooth and effective ordering and invoicing E2E processes including rental fee invoicing for
instruments in coordination with internal and external distribution sites
Enhance the team ability to analyze customer feedback and performance metrics and identify areas for improvement and implement strategies to enhance the customer experience
Act as a catalyst engaging with stakeholders to improve our supply offering supply chain and logistics consultancy to our end customers and distributors, whilst providing the best value for the organisation
Responsible for system data management process to comply with activities and all regulations requirements
Develop and enable strong relationships to work effectively with local/regional/global stakeholders across the organisation to ensure long-term business and customer benefits
Collaborate with people leaders in executing prioritised improvement plans to build the systems, foster effective agile teams and drive involvement through talent development
Represent (COMPANY NAME) Diagnostics Italy on relevant local/regional/global projects relating to customer experience, satisfaction, relationship
Drives simplification of end to end processes and leverage technologies to be effective in driving impact to the outcome for customer and patients
Being an entrepreneur with an outside-in view to reveal opportunity, manage risk, and optimise resource allocation to ensure costs balancing and increasing potential business benefits.
Effectively translate insights and impact to stakeholders across the business in a written and verbal manner
Foster the culture of decision making process driven by data and the importance of evidence-based design or analysis, contributing toward the development of business analysis practice as a standard
Promote the building of good relationships and a solid network across border with the strategic business partners, applies proven communication, analytical, and problem-solving skills to ensure the customer needs and objectives are satisfied
Ensures robust business continuity plans are in place, practised and implemented as appropriate
About you
* University Degree in a subject such as logistics, supply chain management, business studies. Master or MBA is highly desirable.
* Experience in customer relationship and supply chain methodologies
* Experience in leading (also indirectly) a highly effective team
* Excellent oral/written communication in Italian and English
Knowledge, Skills, Abilities and Competencies:
* Demonstrates transformational leadership ability (Visionary, Architect, Coach and Catalyst)
* Strong communication, both verbal and written and relationship skills with the ability to effectively interact with customers with maximum impact
* Empathy and customer focusing
* Demonstrates ability to design, mobilize and deliver complex change programs with a balanced approach between speed of results and sustainability of cultural change
* Able to lead and influence in a matrixed organization, building networks across and beyond the role
* Drives an inclusive environment where people can bring their best selves to work every day
* Has a continuous learning mindset, asking questions and driving opportunities to further develop own skills and knowledge
* Strategic thinker, you can drive change and adoption of new concepts
* Resilient and tenacious, you strive under pressure, working effectively as part of a close-knit team in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines
* With strong analytical skills, you understand end to end supply chain processes
* Inspiring people to respond in ways that enable them to work together to attain shared goals and objectives
* Effectively persuading others to turn vision into action
* Demonstrates risk appetite mindset and approach
* Understanding of the healthcare environment is highly desirable, with a preference for diagnostics
* Acts with integrity: demonstrates responsible, ethical, and honest behaviours in all aspects of the role and models the organization's values
Who we are
At (COMPANY NAME), more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
(COMPANY NAME) is an Equal Opportunity Employer
