Customer Service & Tender Manager

Fresenius Medical Care Türkiye

We are looking for a highly motivated Customer Service & Tender Managerwho will report to the Head of Sales and will coordinate and manage the Tender and the Customer Service departments.               

The job role will include the following activities;

Responsibilities

• Responsible for improvement and streamlining processes ensuring maximum business support to establishing customer service department.
•  Directing, optimizing and coordinating full tender cycle also controling regularly.
• Actively engage and contribute to current operating metrics and in long term planning and; strategy.
• Constantly seeking to value-add to current process, information system, and business growth.
• Create analytical models to support business cases and ad-hoc decision-making.
• Analyses sales and other reports that give insight into how a product can make adjustments to improve performance
• Leads performance and continuous improvement projects and builds efficient operating mechanisms to seize commercial opportunities at relevant department constantly.
• Define and implement global procedures, guidelines and forms into the company
• Improves tender management processes in-line with recognized best practices.
• Oversees the whole Tender ; Offer process, ensuring quality, compelling tender are submitted in a timely manner. For complex tender, supports the operational teams on the process.
• Supports the business highlighting the specific technicality and tender/Quote requirements and all aspects of proposal preparation.
• Ensures offers delivery according to customer requirements and Sales/Service department recommendations.
• Planning and managing all customer processes and lead or supervise a team of customer service staff
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
• Analyse statistics or other data to determine the level of customer service your organisation is providing
• Develop feedback or complaints procedures for customers to use and improve customer service procedures, policies and standards for your organisation or department.
• Directly responsible for the Call Center working in co-construction with the clients and stakeholders.

Qualifications

• At least of 5-8 years in years in similar role with experience in one among Customer Service and Tender and Offer department.
• Proficiency with full Microsoft Office, SAP knowledge is necessary.
• Outstanding problem solving skills.
• Customer centricity approach.
• Results orientation and research of excellent standards.
• Strong leadership/management attitudes.
• Excellent written and verbal communication.
• Strong flexibility and adaptability.
• Strong team-work orientation and company integration.
• Integrity in everything he/she does.
• Fluent English.
• No military obligation for male candidates.