• Manager, Customer Support Operations, EMEA

    Requisition ID
    2018-4152
    Job Location(s)
    Limerick Ireland
    Company
    Cook Medical Europe Ltd
    Position Type
    Full Time
    Category
    Customer Svc/Support/Tenders 
  • Overview

    The Manager, Customer Support Operations, EMEA, is responsible for leading and managing a large multi-disciplinary / multi-lingual team that provides support to Cook Medical customers and Distribution Partners, as well as to Cook Medical Divisions and relevant internal functions.

    This support, provided throughout the EMEA region, covers all aspects of Customer Support including transaction and query management, contracts, tendering and pricing management, with an emphasis on enhancing the customer experience throughout the process.

     

    Reporting to Director Customer Support & Delivery, EMEA

     

     

    Find out more about Cook Medical here

    Responsibilities

    • Manage a large multilingual Customer Support Team responsible for order processing, query management, contracts, tenders and pricing, while meeting our goals for service delivery and customer experience.
    • Monitor functional KPIs to proactively manage service delivery, quality and team productivity, identifying and closing any performance gaps.
    • Work closely with the Quality Team to ensure resource levels are aligned with forecast for each country market.  
    • Develop direct reports through ongoing coaching and mentoring for continued employee growth and team succession planning.
    • Motivate, empower and encourage all team members to achieve maximum potential and performance, while also driving and supporting employee engagement and initiatives to maintain positive Team morale.  
    • Manage / Drive as appropriate, activities such as hiring, promotions, transfers, training and development for direct reports / teams, including providing regular direction, feedback and corrective action on performance and preparing and delivering annual performance and salary reviews for directs reports.
    • Act as a Continuous Improvement advocate for the European Support Centre driving Continuous Improvement philosophy and practices including but not limited to 6S, Value Stream Mapping and Rapid Improvement Events. Empower team members to present ideas and create and drive improvements and solutions throughout the Team to improve the end to end customer experience.
    • Identify and lead initiatives to drive Team efficiencies through the optimum utilization of resources and an on-going evaluation and improvement of processes.
    • Represent the European Support Centre in meetings or events as appropriate.
    • Partner with other Customer Support and Delivery leaders to collaborate, define and implement best practice initiatives aligned with Customer Support and Delivery team goals.
    • Work closely with the Quality Coordinator to ensure effective audit readiness and compliance to the quality management system.
    • Designated legal signatory as required.
    • Is a Quality Management System designee as required.
    • Ensure adherence to pertinent Quality and Regulatory requirements and to departmental policies, practices and procedures.
    • Ensure that Cook Medical’s Code of Conduct is considered in all business matters carried out on Cook Medical’s behalf.

    Qualifications

    • Minimum of 5 years related experience overseeing a complex business operation including time in direct people management.
    • Previous contact centre experience preferable.
    • Strong people management skills with proven ability to manage, lead, develop and motivate a large multilingual / multidisciplinary team.
    • Previous experience with Continuous Improvement/Lean preferable.
    • Excellent interpersonal skills with a demonstrated ability to communicate at all levels of an organization.
    • Results orientated with creative problem-solving approach.
    • Strong organizational skills with high self-motivation.
    • Good working knowledge of Microsoft Office.
    • Willingness to travel on company business

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