Manager, Customer Service-Export Markets

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what's possible and making headway to help improve outcomes.

Summary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• 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 relationships 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 on multiple time zones

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 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, experience desirable
• Ability to manage team remotely.
• Ability to work flexible working hours to support both regions

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description is subject to change as the needs of the business and requirements of the job change.

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. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate's name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.