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Team Lead - Customer Service, UK/Ireland Market (Fluent English)

Employer
Integra LifeSciences
Location
Dublin, Leinster (IE)
Salary
Competitive
Closing date
14 Mar 2018

Job Details

Overview

Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, spine surgery, and reconstructive and general surgery.

Integra's orthopedic products include devices and implants for spine, foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair, tissue reconstruction and wound repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.

Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 3,500 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."

Responsibilities

SUMMARY DESCRIPTION

Supervise a team of customer service representatives to deliver a world-class customer experience.  Provide customer service to our customers in Europe, Middle East and Africa, specifically United Kingdom and Ireland.  Start-up environment where you will be responsible for recruiting, hiring, training and ongoing customer service operations. 

SUPERVISION RECEIVED

This position is under the direct supervision of the Manager, Customer Service.

SUPERVISION EXERCISED

This position has supervisory responsibilities as outlined in the essential duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Supervise a team of 7-12 customer service representatives
  • Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
  • Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
  • Complete regular agent call quality performance evaluations
  • Assist Customer Service Representatives in managing customer escalations to a solution or compromise
  • Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
  • Coach to behaviors that align to the company values and create a customer excellence culture
  • Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
  • Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
  • Develop and document key process steps necessary to provide the required levels of service
  • Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
  • Provide reports to senior management
  • Perform the same duties as a Customer Service Representative
  • Perform other assignments as required/assigned
  • Will be required to work during Irish public and bank holidays, subject to local law

Qualifications

DESIRED MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

Education:

  • Bachelor’s degree or equivalent from a college or university and/or a minimum of three years’ related experience and/or training; or equivalent combination of education and experience. 

Experience:

  • A minimum of three years’ related experience and/or training, including people management; or equivalent combination of education and experience. 
  • Previous experience in supervising Customer Service or Contact Centre teams
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred

Skills:

  • Ability to speak, read and write in native English
  • Additional language fluency preferred such as German, French, Italian or Dutch
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Passion for customers and delivering a world-class service experience
  • Results-driven, energetic and resilient leader that is receptive to change  
  • Demonstrated critical thinking, problem solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
  • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
  • Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
  • Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable

TOOLS AND EQUIPMENT USED

Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.

Company

The Strength of Our 25 Year Heritage and Our Vision for Our Future
Founded in 1989, Integra has evolved into a leading global medical technology company with more than 3,000 dedicated employees who deliver innovative medical technology solutions. We aspire to be a multi-billion dollar medical technology company whose products impacts millions of patients' lives.

Our People Make a Difference
We hire great people and aim to be a magnet for the best talent in our industry. We are committed to making Integra a great place to work, to learn and to grow your career.

Our Products Make a Difference
We are proud of our 25 year heritage as a leader in regenerative medicine. Today, our scientific innovation and diverse product portfolio continue to help patients and surgeons around the world.

Our Culture Makes a Difference
We have an entrepreneurial, small company feel, yet deliver big company results. Your ideas - big and small - are welcome here. We embrace change and reward our people who are committed to making Integra a stronger company.

Our Values Make a Difference
We believe how we do things is as important as what we do. Our Values guide how we work and how we act towards our customers, patients and each other every day. We value Our People, Integrity, Excellence, Embracing Change, Decisiveness and Teamwork.

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