Customer Service Supervisor - Italian Speakers

EUR60000 - EUR70000 per annum
11 Jan 2019
18 Jan 2019
Valentina Veronica
Job Type
Manpower's client is the world leader in medical technology, dedicated to provide innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery.

* About the role *

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 Italy.

* Responsibilities*

*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
*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

* Requirements *

*Bachelor's degree or equivalent from a college or university and/or a minimum of three years' related experience
*Ability to speak, read and write in native Italian and fluent in English
*Passion for customers and delivering a world-class service experience
*Results-driven, energetic and resilient leader that is receptive to change
*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, experience desirable

**** A background in a medical support environment is mandatory for this role ****

Salary: up to 60k + Generous benefits
Location: Blanchardstown, Dublin 15

Sounds Good? Apply today at and let's have a chat!