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Customer Service Performance Manager (m/f/d)

Location: Nurtingen, Germany
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

 

 

We look for the following position : Cluster Service Performance Manager

 

What will your responsibilities be at bioMérieux?

As Cluster Service Performance Manager you will be at the heart of the company’s service strategy. Your main task is to actively support the continuous improvement of the service organization in terms of customer satisfaction and organization efficiency, through its daily operations as well as through specific transformation projects.
 

Main accountabilities include:

  • Assist the customer service leadership in our continuous improvement efforts by:
    • Assessing the service organization performance, from ensuring data quality to producing and publishing standardized operational metrics
    • Identifying improvement opportunities by benchmarking against best-in-class references, analyzing deviations, performing root-cause analysis
    • Driving service organization efficiency and effectiveness improvements by defining and adopting best practices and golden rules
  • Represent the local organization in global continuous improvements initiatives – e.g. studies, workshops, for process enhancement and standardization
  • Guarantee the alignment of local and global improvement initiatives
  • Drive the implementation of the global service improvement programs in the cluster and subsidiaries by:
    • Identifying and animating multidisciplinary teams to roll-out and maintain projects enhancing and strengthening our process
    • Cooperating with global customer service counterparts in the project planning, execution, monitoring
    • Supporting the cluster service leadership sponsoring and overseeing these projects
    • Supporting the local service teams in embracing change, new practices, new processes
  • Be the key Point of Contact for all infrastructure-related topics for service, e.g. regarding our Customer Relationship Management system
  • Work with corporate functions (Finance, Legal, Supply-Chain, IT…) and different business units to ensure coordination of cross-functional requirements

 

Who are you?

Studies and Experience:

  • Knowledge of in-house and field customer service operations, min 5 years of professional experience (ideally including team leadership or management)
  • Successful large scale project management experience and exposure to international complex initiatives
  • Deep experience with CRM systems (preferably Salesforce.com) and ERP systems (e.g. SAP), able to translate or relate processes and system requirements
     

Skills and Qualifications:

  • Excellent analytical skills, including data analysis, business intelligence practices.
  • Process optimization experience and mindset, specifically LEAN practice
  • Excellent organizational skills and proficiency in large program management
  • Multidisciplinary knowledge and understanding (sales, finance, marketing, supply chain, legal,...)
  • Ability to understand complex internal company processes and build a strong interpersonal network
  • Ability to communicate in an autonomous, international and multi-cultural environment /cross-functional experience
  • Strong influencing and negotiation skills, ability to drive a multidisciplinary exercise without direct hierarchical reporting
  • Readiness and willingness to travel to support global and local initiatives
  • Proactive and able to get things done in a timely manner
  • A great team player
     

Language:

  • Required: English and German fluently
  • French is a plus
     

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment. Our internal mobility policy offers numerous opportunities for each of our 12 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.
 

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

 

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

 

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA

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