Customer Service Manager – EMEA Operations

About the role

The Customer Service Manager for DePuy Synthes will lead a centralised Customer Service operation in Prague, supporting EMEA markets across the entire order‑to‑cash journey. You will be responsible for ensuring reliable, compliant and customer‑focused delivery while developing a high‑performing team.

Key responsibilities

• Lead day‑to‑day operations of the Prague Customer Service team, managing workload, service continuity and timely resolution of customer and business needs.
• Provide coaching and technical direction to supervisors and specialists in order management, enquiry handling, invoice management and related processes.
• Track and govern KPIs such as OTIF, fill rate, backorders, returns, rush orders, complaints and order cycle time, and implement corrective actions when performance deviates.
• Act as escalation point for complex issues, coordinate with Commercial, Supply Chain, Finance, Quality and Technology partners.
• Drive process simplification, standardisation and continuous improvement using Lean and Six Sigma methodologies.

Required profile

• Bachelor’s degree in Business, Operations, Supply Chain or related field; Master’s or MBA preferred.
• Progressive experience in Customer Service, order management or Supply Chain operations with people‑leadership responsibility.
• Proven track record leading a centralised or multi‑market Customer Service operation.
• Strong analytical, problem‑solving and decision‑making capabilities.
• Excellent communication and stakeholder‑management skills in a matrixed organisation.

Required skills

• Salesforce (CRM)
• JDE, SAP (ERP)
• Genesys (case‑management)
• Microsoft Office suite
• Lean methodology
• Six Sigma methodology

What we offer

• Annual bonus linked to individual and company performance.
• Generous vacation, parental, bereavement and caregiver leave.
• Well‑being reimbursement and programs for physical, mental and financial health.
• Service anniversary and recognition awards.
• Access to a range of insurance plans for employees and eligible dependents.