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Vacancy Details

Customer Service, Call Centers & Languages

105344 - Senior International Customer Service Specialist - Galway

Contract Type: Permanent
Location: Galway
Date: 11/11/2019
Job Reference: 105344
Contact Name: Helga Reeves
Contact Email:

Job Description

Senior International Customer Service Specialist - Galway - 105344
Senior International Customer Service Specialist
Our client, a medical device in Galway is currently looking to recruit an Senior International Customer Service Specialist for their site.

Responsibilities and Duties:
  • 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 /
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