• Coordinate, supervise, control, and lead the daily operations of the global customer service team (outside US) for the Interventional Solution Business
• Recruit, train, coach, and motivate team members to enhance their performance and skills
• Ensure appropriate trainings are provided to team members
• Facilitate team members’ work-life balance, ensure a balanced back-up process
• Follow up and asses direct reports’ performance and document those in the HR system (Workday)
• Regular 1o1 discussion with direct reports
• Being a role model for the team

• Ensure appropriate service level in all customer interactions
• Ensure the appropriate functioning of the call center system (Purecloud)
• Ensure appropriate communication towards customers (in French, German, and English)
• Facilitate onboarding of new customers
• Ensure that customer complaints are handled efficiently in a timely manner

• Develop, streamline and continuously improve customer service processes, documenting & sharing related knowledge base
• Actively engage in various improvement/enhancement projects related to order management, invoicing, logistics, CRM-Sales Force, return-processes, master data management, etc.

• Oversee consignment stock management, reporting, and stock reconciliation
• Facilitate international logistics processes in collaboration with 3PL logistics providers and internal stakeholders
• Ensure compliance in Export Control and Customs related questions (ECC ambassador)

• Ensure appropriate asset management in the CRM system
• Coordinate and facilitate the service & maintenance processes with third-party service provider(s)
• Maintenance related parts and return process management

• Communicate effectively with external and internal stakeholders in a cross-functional global organization
• Sales support
• Ensure compliance of international sales activities by collaborating closely with Trade Compliance, Regulatory Affairs, Controlling, Tax and Accounting.

• Deliver performance and order fulfillment-related reports to the leadership team
• Service levels related reporting

• 5+ years of experience in a similar position in Customer Support
• People management experience
• Bachelor's degree
• Excellent communications skills in English, and German or French

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