Global Customer Service Manager

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerService Full time €68,000 - €94,000

Job Title: Global Customer Service Manager - Export Markets

Description:

We are seeking an experienced and results-driven Global Customer Service Manager to lead our customer service teams in EMEA and India. As a key member of our organization, you will have the opportunity to shape the future of healthcare by managing daily operations, supervising teams, and ensuring excellent service delivery.

Key Responsibilities:
  • Supervise and manage two teams of customer service representatives in EMEA and India.
  • Manage daily operations, including planning, assigning, and directing work to ensure service levels and key performance indicators are met.
  • Create and maintain strong relationships with stakeholders within Finance and sales.
  • Proactively manage the Order to Cash process, address order processing holds, and communicate product availability to customers.
  • Complete regular agent call quality performance evaluations.
  • Assist customer service representatives in managing customer escalations.
  • Interview, hire, train, evaluate, coach, and develop staff.
  • Analyze operational processes, identify opportunities, and implement changes for service delivery improvements.
Requirements:

To succeed in this role, you will need the following skills and qualifications:

Essential Skills:
  • Bachelor's degree or equivalent from a college or university and/or a minimum of three years related experience and/or training.
  • Education in international business and payments terms (incoterms, Letter Of credit...) is preferred.
  • 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.
Desirable Skills:
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry.
  • Ability to speak, read, and write fluently in English.
  • Outstanding communication skills, both verbal and written.
  • Passion for customers and delivering a world-class service experience.
  • Results-driven, energetic, and resilient leader.

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