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Customer Service Team Lead

Job Title: Customer Service Team Lead
Contract Type: Permanent
Location: Galway
REF: 84778
Job Published: 11 months ago

Job Description

Customer Service Team Lead

Who are the client?
A leading multinational company in the medical device sector is recruiting a Customer Service Team Lead for their site in Galway.

What will I be doing?
  • Responsible for the Performance management of the team, ensuring that the performance management process is maintained and that team members receive relevant and timely feedback on an on-going basis
  • Responsible for optimising revenue each month and Quarter end in collaboration with commercial team
  • Minimising ?at risk ?orders, escalating potential issues in a timely manner
  • Cross functional collaboration to eliminate potential issues to minimise customer and revenue impact
  • Continuously review opportunities to maximise revenue through quote to order conversion
  • Building relations with commercial and key accounts via regular meetings
  • Organising the workload for the team and ensuring that the right resources are available and trained to the highest standard
  • Measure, monitor and report on established Customer service KPI's ensuring that they are met on an on-going basis.
  • Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve our customers experience
  • Work closely with the Customer Service Trainer/Continuous Improvement Specialist in facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.
  • Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer's experience.
  • Collaborate and share best practice with other team leads in Galway and US Shared Services Centre 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 ISO13485 audit.
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.

What do I need?
  • Minimum of 2 years' experience in managing customer service teams is desirable
  • Degree in business or relevant area
  • Experience in logistics, international trade and export process
  • Understanding of drop ship model for delivering goods internationally
  • Experience in tender preparation and submission and letters of credit process
  • Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity
  • Proven track record in delivering KPI's in a changing environment
  • Experience facilitating change and delivering change initiatives in a customer focused organisation
  • Excellent Project management and report writing skills essential
  • Experience in call monitoring system
  • Experience with SAP essential
  • CRM experience desirable
  • Advanced Microsoft Office Skills

For further information on this role in Galway please contact Avril on 0860462367 or
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