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My client are a leading supplier of medical devices to the Australian & New Zealand healthcare markets.
The business has a fantastic culture and progression opportunities available. They offer leading high quality products in the optical space.
About the Role
You will be managing 10 people in this role & the role requires a positive can-do attitude and will focus on developing the Customer Service Team representatives in an encouraging environment where the team is able to excel.
You will also thrive on building strong relationships with both internal and external stakeholders.
Main aspects of the role include:
Skills and Experience
National Customer Service Manager - Sydney
- Discipline Medical Device, Life Science & Pharma
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Reference
837487
My client are a leading supplier of medical devices to the Australian & New Zealand healthcare markets.
The business has a fantastic culture and progression opportunities available. They offer leading high quality products in the optical space.
About the Role
You will be managing 10 people in this role & the role requires a positive can-do attitude and will focus on developing the Customer Service Team representatives in an encouraging environment where the team is able to excel.
You will also thrive on building strong relationships with both internal and external stakeholders.
Main aspects of the role include:
- Drive the performance of the Customer Service Team though leadership and direction
- Develop and deliver an outstanding customer service experience through excellence in process, policy, and training programs
- Manage the team’s customer service technologies including call systems, inbox, ERP process, transactional activities, and real-time customer feedback platforms
- Develop, implement, and track key performance indicators, providing guidance and support to the team to ensure targets are met and exceeded
- Communicate with customers and internal stakeholders to prevent and/or resolve escalated issues and concerns
- Provide regular analysis around root cause problems, consumer trends and insights and recommend solutions/suggestions
- Oversee and ensure all business demands for orders in the pipeline are met and daily backorders are actioned
Skills and Experience
- Minimum 6 years’ experience working in a Customer Service environment, preferably in the healthcare industry
- Experience leading people in a customer service environment
- Workflow, data management and analytical skills
- Excellent people management and interpersonal skills
- Ability to develop internal and external customer relationships
- ERP System (SAP HANA) knowledge
- Excellent written and verbal communication skills
- Strong Excel skills