Role: Senior Customer Service Support Specialist
Location: Galway City
Contract: 12 months
You will supervise, mentor and motivate a team of International Customer Services Specialists with particular responsibility for ensuring KPIs are met and exceeded.
You will also assist the International Customer Service Manager in developing a team based continuous improvement culture with particular focus on operational efficiency to drive a better customer experience.
- Organising the workload for the team and ensuring that the right resources are available to meet business requirements.
- Work closely with the International Customer Service Manager facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.
- Provide continuous on the job training and mentoring (when needed) to ensure that all ICS Specialist competencies are maintained to the highest standard.
- Fully understand how the activities and processes within the International CS function link to overall Tier Metrics and Organisation metrics.
- Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve customers experience.
- Drive cross functional collaboration to support operational delivery for IDEM & CM EMEA
- Review, analyse and action key orders from weekly OOR and streamline escalations to relevant Commercial Leads.
- Drive a new culture of prioritisation and targeted focus in line with the Revenue and Metric demands – ensuring that the team can fully adapt to the changing demands and have dedicated focus on the most appropriate actions for that day/ week etc.
- Collaborate and share best practice with other Customer Service Senior Specialists within GBS ensuring consistent and up to date knowledge of all business processes.
- Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities.
You must have:
- Subject matter expert on all International Customer Service processes, procedures and exceptions.
- Minimum 1 years + experience mentoring and coaching teams.
- Experience in identifying and implementing continuous improvement activities/initiatives.
- Demonstrated success in supporting Team Leads/Manager in managing team performance and productivity.
- Proven track record in working with cross functional teams to deliver KPI’s.
- SAP expert knowledge essential.
- Expert understanding of and experience in sales distribution and logistics.
- Excel and PowerPoint knowledge essential.
To apply for this position please contact Ciara Darcy at Sigmar Recruitment
T: +353 91 455309 E: firstname.lastname@example.org
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