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Vacancy Details

Supply Chain & Materials

Purchasing Specialist - Galway - 104162

Contract Type: Permanent
Location: Galway
Date: 11/07/2019
Job Reference: 104162
Contact Name: Fiona Keane
Contact Email: fiona@hero.ie

Job Description

Purchasing Specialist - Galway - 104162
Senior International Customer Service Specialist – 12- 18 Months
Our client, a medical device company in Galway is currently looking to recruit an Senior International Customer Service Specialist for their site. Reporting to International Customer Service Manager

To supervise, mentor and motivate a team of International Customer Services Specialists with particular responsibility for ensuring our KPIs are met and exceeded. To assist the International Customer Service Manager in developing a team based continuous improvement culture with particular focus on operational efficiency to drive a better customer experience. The Senior Specialist will be expected to supervise the team along with carrying out the duties of an International Customer Service Specialist as required. The Senior Specialist will act as the Subject matter expert and should be the driving force in developing the skills of the team, identifying areas of increased efficiency and representing the team with any cross-functional alignments. The Senior Specialist in particular will be a key contact for Open Order Reporting, Tier reviews, analytical reviews and escalations to the Commercial Teams.

General 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) to ensure that all ICS Specialist competencies are maintained to the highest standard.
  • Fully understand how the activities and processes within the International CS function link to overall Tier Metrics and Organisation metrics.
  • Ensure that the Tier 2 reviews address issues on a team level and that the appropriate actions are being taken daily to ensure that all Customer Service KPI’s are being met on an on-going basis.
  • Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve our customers experience.
  • Drive cross functional collaboration to support operational delivery for IDEM & CM EMEA
  • 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.

Personal Characteristics:
  • Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments, particularly Commercial Teams.
  • Strong analytical skills, excellent attention to detail and good business judgement.
  • Strong desire to review activities in order to do things better.
  • 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.
  • A proven record of delivering exceptional customer service.
  • Effective communicator, both articulate & verbally presentable with the ability to drive collaboration and performance of Customer Service teams.

Minimum 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.
  • Demonstrated success in supporting Team Leads/Manager in managing team performance and productivity.
  • Proven track record in working with cross functional teams to deliver KPI’s.
  • SAP expert knowledge essential
  • Expert understanding of and experience in sales distribution and logistics.
  • Excel and PowerPoint knowledge essential

For further information on this Senior International Customer Service Specialist 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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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”. 

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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"

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Computer Vision Algorithm Team Manager

“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”.   

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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”.

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VP of Human Resources

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Ingersoll Rand – Thermo King

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