Customer Service Manager

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Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Prague, Czechia

Job Description:

DePuy Synthes is recruiting for a Customer Service Manager.

Location:

Prague, Czech Republic

Reports to:

Director, OUS Customer Service

Job Summary

The Customer Service Manager, DePuy Synthes is accountable for leading the centralised Customer Service operation in Prague, supporting EMEA markets and ensuring reliable, compliant and customer-focused delivery across the order-to-cash journey.

The role leads and develops Customer Service supervisors and specialists across order management, customer enquiries, invoice management, returns, credits and debits, consignment and related transactional processes.

Working closely with local market Customer Service teams, Commercial, Supply Chain, Finance, Quality and Technology partners, the role ensures effective cross-functional coordination, timely resolution of operational issues and consistent execution across the supported markets.

The Customer Service Manager establishes clear performance expectations, maintains strong operational controls and uses service data to improve productivity, service quality and customer experience.

The role also drives process standardisation, continuous improvement and team capability development to create a high-performing and sustainable Customer Service operation.

Key Responsibilities

• Lead the day-to-day operation of the Prague Customer Service team, supporting EMEA markets and ensuring service continuity, effective workload management and timely resolution of customer and business needs.

Provide leadership, coaching and technical direction to Customer Service supervisors and specialists across order management, enquiry handling, invoice management and related order-to-cash processes.

• Establish clear performance expectations and operating routines, using service data and operational insight to manage capacity, quality, productivity, backlogs, risk and customer outcomes.

• Track and govern relevant Customer Service KPIs, including OTIF, fill rate, backorders, returns, rush...