Customer Service Manager

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