Collins McNicholas

Senior International Customer Service Representative with at least one year mentoring and coaching teams.  Galway city.

Responsibilities:

  • Organising the workload for the team and ensuring that the right resources are available to meet business requirements.
  • Work closely with the International Customer Service Manager facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.
  • Provide continuous on the job training and mentoring (when needed).
  • Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve our customers experience.
  • Review, analyse and action key orders from weekly OOR and streamline escalations to relevant Commercial Leads.
  • Drive a new culture of prioritisation and targeted focus in line with the Revenue and Metric demands – ensuring that the team can fully adapt to the changing demands and have dedicated focus on the most appropriate actions for that day/ week etc.
  • Collaborate and share best practice with other Customer Service Senior Specialists within GBS ensuring consistent and up to date knowledge of all business processes.
  • Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities.
  • Ensure training policy, procedures and activities support successful ISO audits.
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.

Requirements:

  • Subject matter expert on all International Customer Service processes, procedures and exceptions.
  • Minimum 1 years + experience mentoring and coaching teams.
  • Experience in identifying and implementing continuous improvement activities/initiatives.
  • SAP expert knowledge essential
  • Expert understanding of and experience in sales distribution and logistics.
  • Excel and PowerPoint knowledge essential

For a confidential discussion and more information on the role, please contact Noeleen Stewart on 091706712 or email noeleen.stewart@collinsmcnicholas.ie.

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