Customer Service Manager

zentiva; Italia; On-site; EUR 50,000 - 60,000; Full time

Benefits offered by this job

Performance bonus (MBO)

Top-tier benefits package

Competitive gross annual salary

Job summary

Zentiva in Italy is seeking a Customer Service Manager to lead our Customer Service team, ensuring high service standards and efficient day-to-day operations. You will support customers, manage orders, and collaborate with Sales, Marketing and Logistics to deliver a seamless experience.

The ideal candidate has 5+ years in customer service with leadership, strong communication, and a proactive, process‑driven mindset.

Qualifications

• 5+ years of experience in Customer Service with leadership responsibilities.
• Proven ability to lead teams across countries and locations.
• Strong customer orientation and problem-solving.
• Experience with CRM tools.
• Excellent communication and collaboration skills.

Responsibilities

• Lead and develop the Customer Service team with clear objectives.
• Oversee daily operations and ensure timely responses.
• Manage orders from customers and the sales force.
• Resolve escalated issues with a focus on satisfaction.
• Collaborate with Sales, Marketing and Logistics.
• Identify process improvements to reduce costs.
• Ensure tools, technologies and resources support high-quality service.
• Ensure activities comply with quality standards and policies.

Skills

People management

Customer service leadership

CRM systems

Italian fluency

English fluency

Cross-functional collaboration

Tools

CRM software

Job description

At Zentiva, we are dedicated to delivering high-quality and affordable medicines to the people who depend on us. For our Italian organization, we are looking for a Customer Service Manager to join our team.

In this role, you will lead our Customer Service team, ensuring high standards of service and efficient management of day-to-day operations. You will play a key role in supporting our customers, ensuring effective order management and working closely with Sales, Marketing and Logistics to deliver a seamless customer experience.

Key Responsibilities

• Lead and develop the Customer Service team, ensuring clear objectives, effective performance and a strong customer-oriented mindset.
• Oversee daily Customer Service operations, ensuring efficiency, timely responses and high-quality service.
• Ensure the effective management of orders received from customers and the sales force.
• Take ownership of customer issues and ensure they are addressed promptly and effectively, with a strong focus on customer satisfaction.
• Work closely with Sales, Marketing and Logistics to ensure an integrated and consistent customer experience.
• Use customer feedback to identify opportunities for continuous improvement, enhance processes, increase efficiency and reduce operational costs.
• Ensure the team has the appropriate tools, technologies and resources to deliver a high-quality service.
• Ensure activities are performed in line with applicable quality standards and company policies.

Ideal Requirements

• 5+ years of experience in Customer Service, including solid people management experience and experience in leading teams across different countries and locations.
• Strong customer orientation and a proactive approach to problem solving.
• Strong continuous improvement mindset, with proven experience in identifying and implementing process improvements.
• Solid organizational skills and a process-oriented mindset.
• Ability to manage priorities and work effectively in a dynamic environment.
• Experience with CRM and customer relationship management tools.
• Fluency in both Italian and English.
• Strong communication and collaboration skills, with the ability to work effectively across different functions.

What We Offer:

• Employment under "Quadro" level of the Italian Pharmaceutical Industry National Collective Agreement (CCNL Chimico-Farmaceutico).
• Gross Annual Salary: €50,000-€60,000, based on experience and qualifications.
• Performance bonus (MBO) based on individual objectives.
• Attractive and comprehensive top-tier benefits package.

Why Zentiva?

At Zentiva, our values guide the way we work every day: Accountability, Authenticity, Collaboration, Courage and Trust . We believe that great results come from people who take ownership, work together and are ready to make a difference.

Join us and contribute to delivering an excellent experience to our customers while helping us make high-quality healthcare more accessible.

At Zentiva, we foster an inclusive work environment where everyone feels valued and empowered to express their full potential.

Sustainability is at the heart of our strategy: the Group is committed to becoming carbon neutral for Scope 1 and 2 emissions by 2030 and to powering all its European manufacturing sites exclusively with renewable energy.

All information and data provided will be processed in accordance with applicable regulations (EU Regulation 2016/679 - GDPR). Candidates are invited to review the privacy notice at the following link: https://www.zentiva.it/gdpr/privacy-per-il-reclutamento