Customer Service Supervisor - Italian Speakers

Location
Dublin
Salary
EUR60000 - EUR70000 per annum
Posted
11 Jan 2019
Closes
18 Jan 2019
Ref
INT
Contact
Valentina Veronica
Job Type
Permanent
Hours
Full-time
Manpower's client is the world leader in medical technology, dedicated to provide innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery.

* About the role *

Supervise a team of customer service representatives to deliver a world-class customer experience. Provide customer service to our customers in Europe, Middle East and Africa, specifically Italy.

* Responsibilities*

*Supervise a team of 7-12 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
*Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
*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
*Coach to behaviors that align to the company values and create a customer excellence culture
*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

* Requirements *

*Bachelor's degree or equivalent from a college or university and/or a minimum of three years' related experience
*Ability to speak, read and write in native Italian and fluent in English
*Passion for customers and delivering a world-class service experience
*Results-driven, energetic and resilient leader that is receptive to change
*Sense of urgency and proven ability to work under pressure
*Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
*Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
*Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
*Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable

**** A background in a medical support environment is mandatory for this role ****

Salary: up to 60k + Generous benefits
Location: Blanchardstown, Dublin 15

Sounds Good? Apply today at valentina.veronica@manpower.ie and let's have a chat!