Export Supervisor - Dublin 15 - up to 60k

EUR50000 - EUR60000 per annum
12 Mar 2019
19 Mar 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.

* 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.
*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