Customer Service & Languages JobsCustomer Service Manager

  • D49802
  • Permanent
  • Dublin North, Dublin West

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Collins McNicholas

Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

 

  • Build out reporting capability to lead and manage the EMEA operations; provide for executive communication and insights; establish scorecards.
  • Provide ongoing analysis and metric reporting to monitor effectiveness and overall performance and develop solutions to increase efficiency and effectiveness of contact center operations.
  • Responsible for monitoring and taking action on service levels (SLAs) and key performance indicators (KPIs).
  • Partner with Sales Operations, Accounts Receivable, Credit / Risk, Distribution and Sales functions to drive order to cash conversion; manage communications with Global Supply Chain on backorders.
  • Design and deploy quality monitoring program for continuously improving the quality of operations.
  • Design and deploy Customer Satisfaction program, ensuring customer feedback is effectively analyzed, trended and proactively addressed.
  • Leverage LEAN principles to identify and implement opportunities for process improvement.
  • Host monthly operating reviews locally and attend globally.
  • Organize and provide training designed to improve operation.
  • Establish quarterly business reviews with critical business partners.
  • Share and implement operational excellence best practices across the regions.
  • Ability to act as an essential employee; ability to work on company holidays; ability to work from home if the office/company is closed due to weather-related or other circumstances.
  • Perform other duties as directed by supervisor or management.

 

 

What are we looking for?

Qualifications

Education:

  • Bachelor’s degree or equivalent (third level qualification) from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.

Experience:

  • Min 3 years’ experience in medical device or pharmaceutical call center
  • LEAN certification preferred

 

Skills:

  • Ability to speak, read and write fluently in English and another language such as French, German, Italian
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Passion for customers and delivering a world-class service experience
  • Results-driven, an energetic and resilient leader that is receptive to change
  • Demonstrated critical thinking, analytical and problem-solving skills
  • Sense of urgency and proven ability to work under pressure
  • Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
  • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
  • Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
  • Experience in Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
  • Flexibility to travel 10-20%, including international travel

 

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