Customer Service Manager UK

Purpose of the Role / Key activities and accountabilities

• Implement customer service procedures, policies and best practice standards in line with global customer service practices.

• Recruit and train the local team using direct sourcing or low cost recruitment channels.

• 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.

• 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 UK and IE

• 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.

• Preparing complex paperwork for export orders, supporting team leaders as required.

• 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.

• Perform daily invoicing activities to ensure invoices are produced accurately and sent in a timely manner to customers with overdue debts

• Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

Values

Ambition: We play to win.

Focus: We put patients first.

Integrity: We keep our promises.

Openness: We are passionate about new ideas.

Respect: We support each other.

Competencies

Core and role specific competencies

Your key responsibilities will be:

• 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/ Training/Experience

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