Customer Service Team Leader

3 weeks ago

Dublin, Dublin City, Ireland Solventum Full time

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: Privacy Policy continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You'll Make in this Role

As a Customer Service Team Leader, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

  • Manage our Customer Service Team in Dublin, City West, which serves our Negative Pressure Therapy Clients in the United Kingdom and the Republic of Ireland. Ensure our customers receive their orders as well as unit deliveries & pick-ups on time, in full, and in a smart way. Guarantee the scalability of the NPWT service by continuously improving processes and systems. Drive the team to exceed in their service and motivate them to join you in changing towards a smarter & more value-added Customer Service department.
  • The Customer Service Team Lead NPWT reports into the NPWT Customer Service Manager EMEA.
  • The NPWT CS Manager EMEA reports to the Senior Manager, Customer Operations EMEA, Medical Surgical Business.
  • Leadership of the NPWT CS UK & Ireland team in Dublin with a focus on Smart Customer Service.
  • Management and coaching of assigned employees with the aim of exceeding quality and service specifications.
  • Performance monitoring and evaluation of employees with a focus on Solventum & personal goals.
  • Closely monitor service levels and KPIs across all channels as well as capacity planning.
  • Motivation of employees to proactively contribute ideas in the sense of continuous improvement.
  • Control of processes & continuous improvement within the CS department and with regards to cross-departmental processes with the aim to increase customer satisfaction in a smart way.
  • Information and communication interface between the team and the Customer Service Manager EMEA.
  • Close cooperation with other CS NPWT & other function departments in EMEA the OTC process (Field Service/Operations, Contracting, Sales & GSC).
Work location:
  • Hybrid Eligible (Job Duties allow for some remote work but require travel to Dublin office in line with business needs).

Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Diversity & Inclusion

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

Solventum Global Terms of Use and Privacy Statement

Carefully read these Terms of Use before using this website. Your access to and use of this website and application for a job at Solventum are conditioned on your acceptance and compliance with these terms.

Please access the linked document by clicking here, select the country where you are applying for employment, and review. Before submitting your application, you will be asked to confirm your agreement with the terms.

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