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Customer Care Team Leader - Italy & Iberia

Waremme, BE

Ref. number:  307

Who are we ?

 

Passion and engagement is what defines you best ? Us too !

Mölnlycke is an international company that puts the clients and patients at the center of our concerns.

 

Mölnlycke is one of the main distributors of medical products and solutions for health professionals in the world. Our mission ?  To offer excellent solutions for surgical interventions to make them secure and efficient and also adapted wound care products for a better care of patients.

 

 

About the function

 

At our Global Customer Care as many as 15 nationalities work in different teams. You would supervise one of these teams and play an active role of liaison between the team and the local market that You are responsible for. You would work daily in partnership with your market and extend your network contacts as to be proactive in the information that should be shared with the different stakeholders.

 

Based on your global vision of the business, you challenge the structure and make proposals for improvements in order to increase the efficiency of our services to your market and our customers.

 

You are a key element of our customer loyalty and convey to them a professional message and representative of our values. 

 

 Responsibilities:

           

  • Your role as team leader :
    • You make sure that the workload is evenly distributed between your resources and that your structure adapts to the performance expected by the company.
    • You translate the strategy into actions and clear objectives for your agents and ensure clarity of roles and responsibilities for all.
    • You guide, motivate and coach your collaborators in their daily work and give them the necessary tools for their professional development.
    • You encourage mutual support, communication and commitment within your team.
    • You are prepared to help the team when unforeseen events happen.
  • Stakeholder Management :
    • You are responsible for the relations with the Spanish, Portuguese and Italian markets and on a daily basis work for the customer satisfaction.
    • You work closely with the key stakeholders in the markets and actively participate in making decision.
    • You position yourself as an operational expert and regularly exchange on current and upcoming projects/tasks.
    • You guarantee transparency in the communication and constantly bring solutions in order to optimize collaboration between the markets and your team as well as the Global Customer Care.
  • Follow the performance objectives :
    • You participate in trainings and refresh trainings to keep your knowledge of the processes.
    • You create a place for exchange where the collaborators can share good practice and experiences.
    • You analyze performances and take necessary actions if the expected level is not reached.
    • You control KPI’s and suggest preventive and corrective actions when necessary.

 

 

PROFILE

 

  • Having a Bachelor or Master degree in administrative guidance, commercial or languages.
  • Professional experience of at least five years in a function as team leader, preferably in Customer Service with a good ability to do:
    • Coaching
    • Conflict management
    • Organization and coordination of meetings
  • Be a native speaker in Italian or in Spanish. Mastering the other language.
  • You speak fluent English as this is the company language. Portuguese is an asset.
  • You have already worked in a multicultural environment and are familiar with the operations of a business (losses and profits, commercial,…) ?
  • You know different problem solving tools ? It is a plus, but we can train you.
  • You have already coordinated projects of « change management » and/or strategy developments ?
  • You are said to have an unmatched sense of negotiation ?
  • You like to cultivate a relationship network and unite others around your ideas ?                                                         
  • You work in the best interest of the team – A well working team gives us strength.

 

If you have answered yes to all these questions then we were meant to get along!

 

 

We offer you :

 

  • A corporate culture focused on values and placing people in the center of our concerns.
  • A multicultural evolving work environment, that leaves space for your ideas.
  • We accompany you in your career by giving you a personalized development plan and provide you with quality tools.
  • Lots of advantages (insurance, food vouchers, etc) that adds on to your monthly salary.

 

Have you been convinced by this introduction ? Then we have a lot more to talk about !

Apply by sending your CV to Sam Kirby, Recruitment Business Partner, sam.kirby@molnlycke.com specifying the title of the function in the subject.