CS Export Team Lead

Location
Dublin
Salary
EUR40000 - EUR60000 per annum
Posted
29 Jan 2019
Closes
14 Feb 2019
Ref
EXP SUP
Contact
Livia Stasakova
Job Type
Permanent
Hours
Full-time
The world leader in med-tech industry located in Blanchardstown is looking for a Supervisor of the Export Customer Support team to support hiring, training and ongoing customer service operations.

Your job will be:
*Supervise a team of 6-15 customer service representatives
*Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
*Deal international business and with payments terms
*Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
*Complete regular agent call quality performance evaluations
*Assist Customer Service Representatives in managing customer escalations to a solution or compromise
*Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
*Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
*Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
*Develop and document key process steps necessary to provide the required levels of service
*Provide reports to senior management

To be a good fit for the role, you need:
*3+ years related experience and/or training, including people management; or equivalent combination of education and experience.
*Experience in dealing with international business and with payment terms
*Experience in working with Letter of Credit and Incoterms
*Previous experience in supervising Customer Service or Contact Centre teams
*Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
*Strong people management skills with proven ability to recruit, develop and lead the team in a fast-paced environment

For your great work, you can expect:
*Salary up to €60,000
*Health and life insurance
*Pension
*Sick pay
*23 days of annual leave
*and more...

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