Customer Service Representative providing exceptional support to healthcare customers while managing inquiries and orders. Join Fresenius Kabi in a hybrid role located in Lake Zurich, IL.
About the role
- Customer Care Supervisor leading a high-volume operations team ensuring exceptional customer experience for Dexcom's CGM products in Germany with a collaborative and dynamic inside operations organization.
Responsibilities
- Lead and motivate a high-volume operational team focused on a broad variety of customer care administrative tasks in Germany.
- Ensure service quality, regulatory compliance, and excellent customer experience.
- Manage the full employee lifecycle: hiring, onboarding, development, retention, and engagement.
- Oversee team schedules, staffing, and performance management.
- Coordinate delivery of training for your team and plan for future team needs (systems, tools, etc.).
- Drive a culture of Operational Excellence through continuous improvement and automation initiatives primarily within your team, but also cross-functionally.
- Analyze data to identify process optimization opportunities and implement changes.
- Collaborate with a broad variety of stakeholders, i.e., internal teams, external partners, customers, etc.
Requirements
- Fluent in English and German languages.
- Excellent communication and leadership skills.
- Proven experience in high-volume and performance operations and team management.
- Comfortable with data and make only data-driven decisions.
- Demonstrated structured, can-do attitude and resilience in overcoming daily challenges.
- Familiarity with Continuous Improvement/Lean principles and automation solutions (e.g., RPA) is a plus.
Benefits
- Comprehensive onboarding and training on the job.
- Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
- Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
- 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
- Opportunity to work from other countries for up to 30 days per year.
- Health Insurance including reduced premiums available for dependents.
- Life and Accident insurance coverage.
- 3rd Pillar Private Pension plan.
- Health and Wellness programs, including access to online coaching and therapy sessions.
- Fertility, Family forming, Menopause and Men’s health support services.
- Regular team-building events that foster collaboration and connection.
- Best-in-class training and career development programs.
- Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
- Access to a fitness tracking app with rewards for staying active.
- Free parking space at the city center office location.
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