Customer Service Manager Winterbourne & Sligo

Job Details

Position Job Title: Customer Service Manager Winterbourne & Sligo

BG and BU: Healthcare

Function: Operations

Sub-function: Customer Service

Location: Open location across Europe

Line Manager’s Job Title: CS Senior Manager, Healthcare

Contract Type:  Permanent

Job Purpose

Lead the Customer Service team in Winterbourne, UK and Sligo, Ireland, in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.

Principal Accountabilities

Main Responsibilities

• Leads Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
• Builds customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment. Drives Customer Satisfaction and Customer Centric mindset in the organization.
• Builds relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
• Partners with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
• Partners with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
• Assists in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
• Supports the business strategy through the creation of customer-centric service processes, standards and metrics.
• Works in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
• Reviews internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Builds organizational capability through recruitment, development, and retention of top talent.  Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
• Drives related KPI results on DIO and DIFOT together with the site SC Managers, translating all changing Customers’ needs into concrete improvement actions.
• Actively engages with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.

Key deliverables:

• Manages change effectively and builds a successful team
• Coaches, develops and enhances CS capabilities within the team
• Delivers on the harmonization plan within the related area of responsibility
• Runs performance reviews with key customers
• Leads CI initiatives within scope of activities
• CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction
• Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s

Qualifications/Requirements

1. Formal Qualifications and Experience

• At least 5 years’ experience in Customer Service/Supply Chain
• Prior experience in multi-country roles preferred 
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Fluent in English
• Willingness to travel as required by business needs
• Distinctive analytical power combined with practical creativity for identification of improvement potentials

2.  Specific Skills and Abilities

• Customer Service mindset
• Excellent analytical, problem solving and organizational skills

• Communication, interpersonal and people management  skills
• Solid organisational skills including attention to detail and multi-tasking
• Project Management
• Excellent IT skills.
• Ability to influence, motivate and mobilize stakeholders and peers
• Proactive, with the ability to anticipate
• Perseverance and resilience
• Highly adaptable to change
• Good conflict management capability
• Ability to think critically