Customer Service Lead, EMEA

3 weeks ago

Cork, Cork, Ireland TN Ireland Full time

Customer Service, Team Leader EMEA

The Team Leader of Customer Service is responsible for managing the day-to-day aspects of the European customer service function to ensure all customer needs are met. This leader will play a critical role in the overall delivery of support to our EMEA customers.

Main Duties and Responsibilities:
  1. Assist with the development and management of a global customer service organization which is capable of handling all Customer Service functions in an effective and efficient manner.
  2. Lead the implementation of continuous improvement initiatives to provide exceptional service.
  3. Drive the use of consistent tools and processes across the global customer service organization.
  4. Help enforce Customer Service department policies and procedures.
  5. Track and analyze key performance indicators that provide an outstanding customer experience.
  6. Represent Customer Service on various enterprise projects to drive quality planning and execution of operational and company initiatives.
  7. Collaborate and build strong relationships with internal teams and customers.
  8. Communicate key customer insights to necessary departments.
  9. Manage complex and escalated Customer Service issues.
Requirements:
  1. Relevant bachelor's degree
  2. 2 years related experience with a preference for a Manufacturing environment.
  3. Interpersonal and communication skills, ability to manage relationships with employees, executives, and customers.
  4. Strong self-management skills, self-motivated, able to maintain clear priorities, takes initiative, and holds self-accountable.
  5. Decision maker
  6. Problem analysis and problem solving, attention to detail, time management.
  7. Proficient in MS Office Applications, including Excel.
  8. Flexible, Stress Tolerant
  9. ERP experience is strongly preferred.
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