Customer Service Manager, France

The purpose of this role is to successful lead the Customer Service function in France and focus on implementing customer service procedures, policies and best practice standards in line with global customer service practices. Other key activities include:

• Develop and implement SLA’s and department KPI’s to manage team performance.
• Overall responsibility to ensure orders are processed accurately and efficiently according to business and commercial priorities.
• Manage the order processing/dispatch process to ensure that orders are prioritized, processed and dispatched within required timescales.
• Overall responsibility to supervise the Pick, pack and ship of customer orders seamlessly and promptly within agreed time frames
• Work with Supply Chain and Country Manager to ensure safety stocks are maintained and replenished in the local warehouse
• Overall responsibility to keep all storage areas safe, secure, clean and tidy
• Oversee import of goods, ensuring any customs issues are resolved efficiently
• Perform annual stock checks
• Overall responsibility of maintaining SLA with local courier services, monitor, and provide reports as required
• Raise purchase orders for local country requirements
• Ensure feedback and complaints procedures for customers are recorded in line with company policy
• Main point of contact for customer service related matters and escalations for the market
• Act as intermediary between customers and other areas of the business as required
• Challenge, drive and support, continuous improvement and participate in user assisted testing of key projects as required.
• Plan the workload and activities of the CS team to ensure SLA’s and KPI’s are met
• Ensure performance and development opportunities of the team are managed. Ensure regular coaching and feedback, 1:1’s and performance reviews
• Carry out daily briefings and regular team meetings for the whole team
• Lead key meetings. Monitor the order processing to ensure that there are no unnecessary delays to our customers’ orders to achieve our monthly sales targets.
• Provide training and coaching as required to customer service team.
• Deal with performance issues in line with HR and Rayner policy
• Provide administrative support, direct communication with our customers and field staff, giving updates on orders and delivery’s/returns.
• Perform daily invoicing activities to ensure invoices are produced accurately and sent in a timely manner to customers with overdue debt
• Support Finance and Sales team in actual sales figures, quarterly reporting and compliance.
• Support Finance ensuring customer invoice payments made on time.
• Maintain accurate records of legal documents sent by County Manager, regarding Customer Support
• Update CRM/ERP and ensure accurate customer master data.
• Applying local Data Protection and Money Laundering policies as per local regulations.
• Recruit and train the local team using direct sourcing
• Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

Competencies:

• Proactive customer focus approach
• Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality
• Excellent written and verbal communication skills are essential.
• Strong organizational skills
• Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.
• Good problems solving skills with logical approach.
• Able to present information clearly and concisely.
• Able to work to performance target.
• Organized/Methodical/Rigorous
• Team spirit

Qualifications: 

Essential

• Strong Customer service (senior profile) experience required (3 years minimum)
• Motivational skills and ability to supervise and lead a team
• Able to work well under pressure
• Able to work on own initiative, self-starter and as part of a team.
• Ability to work to tight deadlines with accuracy and detail.
• Strong Excel skills
• Able to communicate verbally and in writing in local language and English

Desirable

• Experience dealing with imported goods
• Proven track record in a customer service role in medical devices
• Graduate with an ambition to build a career in an innovative medical device company.
• Knowledge of ERP systems
• Knowledge of Data protection, Cyber security, and anti-money laundering policies

What you can expect from us: 

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talents teams and individuals and grow with the business
• Exciting variety of engagement events like yoga, seat chair massages, Summerfest, quarterly Love to Learn events
• Being part of an organisation you can be proud to work for changing the lives of millions of people!