Customer Service Manager

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

Benefits offered by this job

Performance bonus (MBO)

Top-tier benefits package

Job summary

Zentiva Italy is seeking a Customer Service Manager to lead a regional team, ensure outstanding service, manage orders, and collaborate with Sales, Marketing and Logistics to deliver a seamless customer experience. Ideal candidates have 5+ years in Customer Service with strong people management across locations, fluency in Italian and English, and a continuous improvement mindset.

The position offers a gross yearly salary of €50,000–€60,000, a performance bonus (MBO), and a comprehensive

Qualifications

• 5+ years in Customer Service with leadership experience.
• Experience leading teams across countries and locations.
• Fluency in Italian and English.
• Strong problem-solving and process-improvement mindset.
• Proficient with CRM tools and processes.

Responsibilities

• Lead and develop the Customer Service team across locations.
• Oversee daily operations, ensuring efficiency and timely responses.
• Manage customer and sales-force orders end-to-end.
• Resolve customer issues promptly with a focus on satisfaction.
• Collaborate with Sales, Marketing and Logistics to ensure a seamless experience.
• Drive continuous improvement to reduce costs and improve processes.

Skills

People management

CRM experience

Bilingual Italian/English

Cross-functional collaboration

Process improvement

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.**** ***Submit your application and join the Zentiva team**!* *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*