Customer Service Supervisor

Sales & Marketing | Ireland | Permanent | €Negotiable


Job Title: Customer Service Supervisor
Reports to: Customer Service Manager
Location: Dublin, Ireland
Must have three years’ related experience and/or training, including people management; or equivalent combination of education and experience. Experience developing or implementing new processes would be an advantage.
You will be responsible for supervising a team of customer service representatives to deliver a world-class customer experience.Start-up environment where you will be responsible for recruiting, hiring, training and ongoing customer service operations.

Responsibilities:

  • Supervise a team of 7-12 customer service representatives
  • Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
  • 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 implements 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
  • Perform the same duties as a Customer Service Representative
  • Perform other assignments as required/assigned

Requirements:

  • 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.
  • Previous experience in supervising Customer Service or Contact Centre teams
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
  • Additional language fluency preferred such as Spanish, French and Arabic.
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • 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
  • Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable


For more information contact Sarah on 01 513 7291 or apply directly with your CV.

Apply for this Position:

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Your Consultant:

Sarah Hickey


sarah.hickey.87551.5779@rsgplcireland.aplitrak.com

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