Manager, Customer Service-Export Markets

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Summary

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise two teams of 3 to 6 customer service representatives in EMEA and India
• Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
• Create and maintain strong relationship with key stakeholders within Finance and sales
• 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
• Coach to behaviors that align to the company values and create a customer excellence culture
• Analyze operational processes, identify opportunities and implement 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
• Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
• Provide reports to senior management, FP&A and different stakeholders
• Perform other assignments as required/assigned
• This role will require flexible work hours to support business needs across multiple time zones

Qualifications / Experience

The requirements listed below are representative of the knowledge, skill and/or ability required for this position.

Education

• Bachelor's degree or equivalent from a college or university and/or a minimum of three years' related experience and/or training; or equivalent combination of education and experience.
• Education in international business and payments terms (incoterms, Letter Of Credit) is preferred.

Experience

• A minimum of three years in people management
• Experience of dealing with international business (import/export)
• Experience in working with Letter of Credit and Incoterms
• Previous experience in managing Customer Service or Contact Centre teams in multiple locations
• Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred

Skills

• Ability to speak, read and write fluently in English
• Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
• Passion for customers and delivering a world-class service experience
• Results-driven, energetic and resilient leader that is receptive to change
• Demonstrated critical thinking, problem solving and analytical skills
• 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
• Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
• Understanding of Order to Cash process and related systems; Oracle, experience desirable
• Ability to manage team remotely
• Ability to work flexible working hours to support both regions

Disclaimer: The duties listed above are illustrations of the work that may be performed. The job description is subject to change as the needs of the business and requirements of the job evolve.

Unsolicited Agency Submission

Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. A formal written agreement is required before engaging any agency. Where agency agreements are in place, introductions are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.

• Mid-Senior level

• Full-time

• Other

• Medical Equipment Manufacturing