Export Supervisor - Dublin 15 - up to 60k

Location
Dublin
Salary
EUR50000 - EUR60000 per annum
Posted
12 Mar 2019
Closes
19 Mar 2019
Ref
INT
Contact
Valentina Veronica
Job Type
Permanent
Hours
Full-time
Manpower's client is the world leader in medical technology, dedicated to provide innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery.

* Responsibilities *

*Supervise a team of 6-15 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
*Deal international business and with payments terms
*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



* 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.
*Education in international business and payments terms (incoterms, Letter Of credit…) is preferred.
Experience:
*A minimum of three years' related experience and/or training, including people management; or equivalent combination of education and experience.
*Experience of dealing with international business and with payment terms
*Experience in working with Letter of Credit and Incoterms
*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 fluently in English and French.
*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


Location: Dublin 15
Salary: between 55000 and 60000 annual
Great benefits such health insurance, pension, life insurance etc

Sounds Good? Apply today at valentina.veronica@manpower.ie