Senior Manager, Customer Support, EMEA

The Senior Manager, Customer Support is responsible for overseeing and managing multiple, multilingual teams within Customer Support, covering Customer Support, Tenders, Contracts and Pricing coordination, Field-Based Inventory management, Product and Supply Chain Support, to ensure a high level of service is provided to both internal and external customers. The role is pivotal in ensuring a seamless customer experience, while meeting key performance indicators (KPIs) for service quality, re-sponse times, and issue resolution. Additionally, the role requires close collaboration with leadership teams across Global Supply Chain to ensure alignment with organiza-tional goals and objectives.

Position:                    Senior Manager, Customer Support

Reporting to:             Senior Director, Customer Support

Team Leadership, Employee Engagement and Development:
• Lead and manage a team of Customer Support Managers, providing guidance, coaching, and ongoing performance feedback.
• Foster employee engagement to maintain a positive and motivated team culture.
• Develop direct reports through ongoing coaching and mentoring to support their continued growth and succession planning.
• Manage activities such as recruitment, promotions, training and development for direct reports and the wider team, including providing regular direction, feedback and support on developmental aspects of performance as needed.
• Prepare and deliver annual performance and salary reviews for direct reports.

Customer Experience & Service Quality:
• Ensure that Customer Support consistently delivers a high quality of service, meet-ing or exceeding customer expectations for a positive experience.
• Oversee the management and achievement of KPIs related to customer satisfaction, response times, issue resolution, and other service metrics.
• Identify and address gaps in service delivery, implementing solutions to improve the overall customer experience, both internally and for external customers.

Quality Management:
• Ensure the implementation of policies and operating procedures is in compliance with our quality management system
• Support internal and external audits and collaborate with the Director, Quality As-surance, Cook Medical Europe (CMEU) and team, to maintain audit readiness and quality management system compliance.

Cross-Department Collaboration:
• Collaborate with other Global Supply Chain teams (e.g., Supply Chain Solutions, Distribution Centre, Continuous Improvement, Business Process, Quality, PMO) to resolve issues and implement solutions that meet customer needs.
• Develop and maintain strong working relationships with Cook Medical Divisional Sales teams to ensure alignment and collaborative execution of initiatives.

Operational Excellence & Continuous Improvement:
• Identify and drive financial savings opportunities within the Customer Support function.
• Stay updated on industry best practices in customer support and introduce initiatives to improve and elevate the customer experience.
• Act as a Continuous Improvement advocate, driving the philosophy and practices across the team. Empower team members to present ideas and implement im-provements to enhance the end-to-end customer experience.

Regulatory Compliance:
• Ensure compliance with ISO13485 and other applicable regulations.
• Uphold Cook’s Code of Conduct in all business dealings.

• Proven experience in a senior customer support or service management role with a minimum of 10 years’ experience.
• Bachelor’s degree in a related field or equivalent experience.
• Demonstrated experience in managing KPIs and service level agreements (SLAs).
• Strong communication and people skills, with the ability to engage with both cus-tomers and internal teams effectively.
• Ability to create and maintain professional relationships at all levels of the organi-sation.
• Familiarity with CRM systems and customer support technologies.
• Excellent problem-solving and conflict resolution abilities.
• Experience in driving continuous improvement and process optimization.
• Demonstrated understanding and utilization of reporting and data analytics tools.
• Proven experience with coaching, mentoring, and developing direct reports.
• Ability to set expectations and hold teams accountable.
• Proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook
• A customer-centric mindset with a passion for delivering exceptional service.
• Knowledge of customer service best practices and tools.
• Experience working in a fast-paced, global environment. Availability and willing-ness to travel on company business.
• This is a hybrid position, located at Cook Medical Europe, Limerick, Ireland.