Krakow
Nr Ref.: 1024101
PerkinElmer, Inc. is a global leader focused on improving the health and safety of people and the environment. At PerkinElmer, we design, manufacture and deliver advanced technology solutions that address the world's most critical health and safety concerns, including maternal and fetal health, clean water and air, and safe food and toys.
Our expertise combines science, innovation and a culture of operational excellence to offer our customers technology services and support that improve the quality of people's lives worldwide.
The Company reported revenue of approx. 2.1$ billion in 2011, has approximately 7 000 employees serving customers in more than 150 countries, and is a component of the S&P 500 Index.
Purpose
The Customer Care Team Manager will be responsible for the day to day activities of the Customer Care Team, in particular the maintenance of the escalation process and the consistency of internal processes, to ensure efficiency, effectiveness and correctness of commercial transactions. He or she will also to take ownership and manage the operational metrics and proactively train and coach for continuous improvement and team satisfaction.
Key Responsibilities
- Managing day to day activities of the team
- People management & development
- Process development
- Customer escalation
- Interaction/Liaison with the peers and different line of businesses
Personal profile:
- Professional, emotionally mature and ethical are MUST BE requisites.
- Strong interpersonal skills and ability to work well with a broad range of personality styles and types.
- Proactive mindset, action oriented, developed sense of responsibility, tasks ownership and ability of problem solving through to resolution.
- Strong leadership capability and developed attitude to operate in teams.
- Ability to handle pressure, drive changes and to work concurrently on more than one project.
Skills required:
- Operational understanding of the processes, policies, working instructions from the customer & company point of view.
- Coaching & performance management skills.
- Analytical, investigative, active listening and questioning skills.
- Customer dedication, loyalty skills.
- Effective written and spoken communication skills.
- Good at persuasion and conflict resolution.
- Interpersonal savvy, networking skills.
- University level education.
- Team leadership experience in a Customer Care organization
- Previous experience in business process efficiency analysis, development and implementation is an advantage.
- Training design and execution experience is a qualified advantage.
Computer:
- Strong PC and Microsoft Windows skills (Word/Excel/PowerPoint as s must; Access and Lotus Notes as nice to have).
- Use of e-mail and intranet. Familiarity with use of any order management software (SAP) is preferred.
- Errorless sightless typing
- Fluent Internet usage.
Communication:
- Fluent in English and Italian
- Understanding the culture of the serviced country.
- Meetings and call conferences will require a good written and verbal communication skill.
- Capability to prepare and conduct lectures and presentations to a diversified audience is essential.
- To provide support to internal and external customers within areas of the sales and service supply chain.
- To maintain a professional attitude and business skills, even in the face of adversity, and show a good understanding of the processes in place.
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