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Vacancy Details

Customer Service, Call Centers & Languages

Customer Service Manager - Galway

Contract Type: Permanent
Sector:
Location: Galway
Date: 16/08/2016
Job Reference: 84575

Job Description

Customer Service Manager

Our client, a medical device company in Galway are currently looking to recruit a Customer Services Manager for their site.

General Description
The Customer Services Manager, based in Galway is responsible for leading and developing the Customer Service multilingual teams in Galway and establishing, communicating and implementing medium to long terms plans to ensure that strategic business goals and "Best in Class" performance levels are achieved in all areas.

General Responsibilities
  • Lead, manage and develop the customer services team to deliver world class customer service in an efficient, consistent and scalable manner.
  • Monitor & report on service levels and contact centre volumes ongoing ensuring that KPIs (Key Performance Indicators) are achieved consistently.
  • Handle customer escalations to resolution ensuring corrective actions are taken as necessary to deliver an exceptional customer experience.
  • Responsibility & accountability for the seamless centralisation of CS whilst also delivering efficiencies & an improved customer experience.
  • Interfaces with multiple groups (IT, Technology, Supply Chain, Purchasing, Finance, Quality, Commercial teams, Customer Service management team) to ensure customer service achieves its goals & objectives.
  • Initiate and support improvements to operating /IT processes, systems and equipment to achieve higher levels of efficiency and customer service and flexibility in coping with business growth.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Support Sarbanes Oxley(SOX) compliance
  • Full understanding of and contributor to Quality systems and CS processes.
  • Understand international shipping requirements and customer regulations.

Education & Experience
  • Minimum of 3-5 years management experience in a ?Best in Class? Multi Lingual Shared Service Centre for Customer Service with a focus on continuous improvement and KPI?s.
  • Demonstrated track record of leading, motivating and developing individuals and teams.
  • Experience delivering change initiatives and facilitating change in a customer focused organisation
  • Experience of SAP-ERP a distinct advantage
  • Proven ability to measure, translate, communicate and present data
  • Proven Project Management experience: Ability to manage multiple tasks concurrently, including complex projects
  • Solid understanding of and experience in sales distribution and logistics
  • Knowledge of IT capability available to a Service environment e.g. ERP, CRM, Telephony

Minimum Qualification
  • Degree in a relevant business subject or associated discipline
  • Advanced Excel, PowerPoint skills
  • Advanced report writing experience
  • Project management training
  • Performance management training
  • Process Improvement training



For further information on this Customer Services Manager role in Galway please contact Carmel Holmes on 021 2066287 / carmel@hero.ie
Check out all our open jobs on our HERO Recruitment website ? www.hero.ie

Please Note: HERO Recruitment will not forward your details to any company without your prior approval


Clients we are proud to work with

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

Fiachra Collins
Computer Vision Algorithm Team Manager
Valeo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

Fiachra Collins
Computer Vision Algorithm Team Manager
Valeo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

Clients we are proud to work with

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