Customer Service Manager

Join our team as a Customer Service Manager, where you'll lead the charge in our customer service operations, directing a dynamic team dedicated to servicing our Central European Region. At the heart of our operations, you'll play a pivotal role in nurturing robust distributor relationships, streamlining order processing, and elevating email responsiveness. Overseeing four supervisors, each managing their own teams, you'll drive the enhancement of daily operations while nurturing the professional development of your team members. If you're ready to make an impact at the forefront of customer service excellence, do not hesitate to apply!

How You’ll Make an Impact: 

• Overseeing the processing of customer orders with precision, and adeptly resolving order-related challenges.
• Providing expert guidance and support to our customer service team to guarantee they deliver quality service to our esteemed clients
• Leveraging your advanced expertise in SAP, particularly in the E1P system and BI report analytics, to monitor order performance and vital key KPIs.
• Applying your advanced Excel skills to extract daily reports directly related to order management and conducting regular meetings with sales teams.
• Taking charge of intricate customer cases, expertly managing escalations, and spearheading process enhancements to optimize order management efficiency.
• Developing and executing strategies that streamline order management processes and amplify overall customer satisfaction.
• Collaborating closely with other departments, especially to forge a seamless customer experience from order initiation to delivery.
• Providing continuous training and nurturing the growth of the customer service team, ensuring they perpetually ascend to higher levels of excellence.
• Remaining at the forefront of industry trends and best practices, actively driving order management and customer service excellence.

What You'll bring:

• Demonstrated 5 years of expertise as a people manager,
• A proven history of skillfully handling customer escalations and consistently delivering timely and effective solutions.
• Exceptional communication skills in English and an additional language (German is advantageous).
• Mandatory proficiency in SAP, especially the E1P system and BI report analytics.
• A familiarity with customer relationship management (CRM) software.
• Strong project management skills, especially concerning process improvement initiatives.
• Proficiency in Excel for report generation and comprehensive analysis.
• Exceptional problem-solving skills underpinned by a data-driven decision-making approach.
• A commitment to a customer-centric philosophy and passion for delivering exceptional service.
• Strong leadership skills that empower your team to excel.
• A grasp of industry-specific regulations and compliance standards.
• Experience in e-commerce or online order management will be considered an asset.
• The ability to thrive in a fast-paced and ever-evolving environment.

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.  

Benefits: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including:  

• Life and accident insurance,  
• Private Health Care Services – unlimited examinations, checkups in numerous specialties free of charge  
• Competitive salary and cafeteria  

• 100% commuting allowance for non Budapest residents  
• Annual bonus  
• Annual salary review  
• Marriage and childbirth allowance  
• School start allowance  

• Loyalty award  
• Employee Referral Program with remarkable referral bonus  
• All You Can Move contract possibility/gym facility discount  
• Hybrid working model (3 days onsite and 2 days home office/week. Our office is located at 1082, Budapest, Futó utca 47.)