International Customer Service Team Lead

Sigmar Recruitment

Galway

International Customer Service Team Lead. The Customer Services team leader will be responsible to manage, empower and motivate a team of International Customer Services Specialists with responsibility for ensuring our Trading norms and committed shipping dates are applied and managed appropriately.   Responsibilities: The Team leader will support the CS manager in the day to day running of the Customer service function. Responsible for the Performance management of the team, ensuring that the company goals and performance management process is maintained and that team members receive relevant and timely feedback on an on-going basis. Measure monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis. Understanding, planning and co-ordinating the CS actions necessary to influence team on what they need to do to support the achievement of revenue. Minimising “at risk “orders, escalating potential issues in a timely manner. Cross functional collaboration to eliminate potential issues to minimise customer and revenue impact. Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience. Ensure training policy, procedures and activities support successful audits. Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards. Process and Compliance – ensuring that the CS teams are fully trained up and aligned on all our processes, procedures and Work Instructions, while ensuring that all our processes are optimised across teams, compliant and audit ready. Partner with the QA/RA function to ensure adherence to the Quality Management System.   Minimum Requirements: Minimum of 2 years’ experience in managing customer service teams desirable. Solid understanding of and experience in International trade, export process and logistics. Demonstrated understanding of working with a Quality system, Standard Operating Procedures and Capa/QI’s in a compliant organisation. Understanding the drop ship model for delivering goods Internationally. Experience in tender preparation and submission. Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity. Previous experience in process solutions, performance management or project management is desirable. Proven track record in delivering KPI’s in a changing environment. SAP ERP experience essential. CRM experience desirable. Experience delivering change initiatives and facilitating change in a customer focused organisation.   To apply for this position please contact Louisa Poinboeuf at Sigmar Recruitment T: +353 91 455308 E: louisa@sigmar.ie. All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent.

1242 days ago