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Vacancy Details

Customer Service, Call Centers & Languages

Customer Services Manager - Galway - 101919

Contract Type: Permanent
Sector:
Location: Galway
Date: 16/01/2019
Job Reference: 101919
Contact Name: Vanessa Lynch
Contact Email: team@hero.ie

Job Description

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

Responsibilities and Duties:
  • Lead, manage and develop the customer services team to deliver world class customer service in an efficient, consistent and scalable manner
  • Continuously develop, manage and improve processes and procedures that are necessary to maintain exceptional service to our customers.
  • Ensure team is driving improvements for customers based on credits and returns and CAPAs that enhance the customer experience and/or reduce costs.
  • Provide guidance to all measurement activities including call monitoring, monthly metrics and customer surveys.
  • Consistently gauge customer service inquires and ensure that KPI and other performance metrics are exceeding expectations.
  • Establish, build and maintain strong, collaborative relationships with both internal and external customers (IT, Supply Chain, Purchasing, Finance, Quality, Commercial Teams) in the quest to best service Rapid Diagnostics Business Units.
  • Collaborate with US counterpart and GBS Leadership on strategic/global order to cash direction, process standardization and service excellence
  • Provide direction for Training and Skill Development plans for all employees in department
  • Assess staffing needs on an ongoing basis, proactively recommend changes when justified
  • 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.
  • Support Sarbanes Oxley(SOX) compliance
  • Full understanding of and contributor to Quality system, report on its effectiveness for Customer Service and consistently encourage the engagement of teams.

Personal Characteristics:
  • A proven record of leadership, development and delivering exceptional customer service
  • Strong analytical skills, excellent attention to detail and good business judgment
  • Skilled at diving into the details as well as big picture strategic planning
  • Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments.
  • Strong communication skills (oral, written, and numerical); ability to effectively communicate to all levels of the organization - taking into account any cultural sensitivities as necessary.
  • Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations
  • Positive attitude, team player with a high level of initiative, energy and enthusiasm

Education & Experience:
  • Minimum of 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 an ERP required
  • Proven ability to lead teams that can measure, translate, communicate and present data
  • Proven Project Management experience: Ability to manage multiple tasks concurrently, including complex projects
  • Exemplary understanding of and experience in sales distribution and logistics
  • Experience in 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 Vanessa Lynch on 086 0462367 / recruit@hero.ie
Check out all our open jobs on our HERO Recruitment website – www.hero.ie
Please Note: Under its obligation under the Data Protection legislation, HERO Recruitment will not forward your details to any company without your prior approval.

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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
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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
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Clients we are proud to work with

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