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Customer Service Team Lead

Job description

Job Title: International Customer Service Team Lead
Location: East Galway City (employees are working remotely at the moment due to Covid)
Reporting into: Customer Service Manager

About the role:
Due to business expansion and a re structure of the Customer Service division, our client is now seeking a
Customer Services Team Leader. This is a new role to the business. The successful applicant will be responsible
for managing, empowering and motivating a team of International Customer Services (Order Management) Specialists. 

About the company: 

This is a Medical Technology company with offices worldwide. Prior Medtech industry experience is not essential.

Customer Service Team Lead responsibilities:
• Support the CS manager in the day to day running of the Customer service function.
• Responsible for the Performance management of the team through regular one to ones.
• Measure and monitor established Customer service KPI’s.
• Responsible for optimising revenue each month and Quarter.
• Building relations with the management team and key account holders.
• Organising the workload for the team and ensuring that the right resources are available.

The successful applicant will have:
• Experience of delivering exceptional customer service.
• Experience of working in a changing environment.
• Good business judgement.
• Positive attitude and team player with a high level of initiative, energy and enthusiasm

Skills and experience needed:
• Minimum of 2 years’ experience in managing customer service teams.
• Demonstrated understanding of working with a Quality systems and/or Standard Operating Procedures.
• Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity.
• Previous experience in process solutions, performance management or project management.
• Proven track record in delivering KPI’s in a changing environment.
• SAP ERP experience desirable but not essential.
• CRM experience desirable but not essential.
• Experienced in delivering change initiatives and facilitating change in a customer focused environment.

For a more detailed job description or further info, feel free to contact Louisa Poinboeuf (in strictest confidence) at
louisa@sigmar.ie or 091 455 308.

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