Note: The job is a remote job and is open to candidates in USA. SSI Diagnostica Group is a global leader in infectious disease diagnostics, helping healthcare professionals prevent, monitor, and diagnose diseases through innovative diagnostic products and solutions. The company is seeking an experienced Customer Service Manager & ERP Global Process Owner to lead customer service operations and drive global process standardization within Microsoft Dynamics 365. This role involves overseeing a customer service team, optimizing ERP systems, and enhancing customer experiences while supporting strategic business objectives.
Responsibilities
- Lead and develop a high-performing customer service team, fostering a culture of accountability, collaboration, and continuous improvement
- Serve as the Global Process Owner for Customer Service within Microsoft Dynamics 365 (D365), ensuring standardized processes and best practices across the organization
- Drive ERP optimization initiatives, including system enhancements, process improvements, and the integration of new business entities into the D365 environment
- Partner with cross-functional stakeholders to improve operational efficiency, support strategic initiatives, and enhance customer experience
- Develop and deliver training programs to support global adoption of customer service processes and D365 functionality
- Monitor customer service performance metrics, analyze trends, and provide operational insights and recommendations to leadership
- Resolve complex customer issues and escalations while maintaining a strong commitment to customer satisfaction
- Ensure effective team coverage, workforce planning, and cross-training to support business continuity and service excellence
- Lead participation in intercompany integration projects and continuous improvement initiatives across the SSI Diagnostica Group
- Provide hands-on operational support when needed, including performing customer service functions during periods of increased demand or staffing shortages
- Manage supervisory responsibilities, including performance evaluations, coaching, employee development, timecard review, and PTO approvals
- Support customer service operations across multiple global business units, helping drive consistency, efficiency, and exceptional service delivery worldwide
Skills
- Bachelor's degree in Business or a related field
- Minimum of 5 years of management experience in a corporate environment
- Demonstrated leadership experience managing teams and driving performance
- Ability to manage multiple priorities in a fast-paced, global environment
- Strong communication and interpersonal skills with a professional, collaborative approach
- Must reside in the United States
- Experience working with ERP systems, preferably Microsoft Dynamics 365
- Familiarity with Salesforce.com and Power BI
- Experience in customer service, logistics, order management, or related operational functions
Benefits
- Fully Remote
- Occasional travel may be required for training, business integration activities, and operational support
Company Overview