JOB DESCRIPTION
Job Title:
Customer Service Manager
Job Summary
The Customer Service Manager provides administrative and logistical support to the Customer Service and Sales team. Real-time assistance with customer engagements and communication, account servicing, sales intelligence, and accurate information in response to customer inquiries about products, order placement and new account establishment. The Customer Service Manager serves as an advocate for the customer and the sales team in communicating demand, requirements, and servicing to the appropriate team members within the Safeguard Medical organization. The Customer Service Manager also assists the Global Customer Service Manager in day-to-day tasks to ensure business continuity and upward trajectory of the Customer Service Department as a whole. This role is an onsite full time position located in our Herefordshire site unless otherwise agreed.
Advanced Job Functions
* Leads quarterly training assessments within the department to build on established core competencies
* Assists the manager in day-to-day activities as it relates to business continuity and escalation processes
* Works to execute cross functional projects alongside the Global CS Manager
* Acts as the manager on duty when the acting Customer Service Manager is out of the office (On business OR personal leave)
* Facilitates expedited Customer Feedback and Complaint action as requested by the QA team
* Assists in facilitating Onboarding new employees as well as continuing re-train with current Customer Service team members
* Extracts and dissects data to discern: NPS, Customer Satisfaction and service level reports. Filters up to the Global Customer Service Manager and works collaboratively to increase the identifiable KPI's within the company.
Essential Job Functions
* Supports and maintains a heightened performance servicing multiple key strategic customers, maintaining a diverse portfolio of products and services.
* Supports sales team by providing relevant customer data in advance of sales call, presented in a useful manner for them to utilize on customer visits. May include presentations and/or reports on sales activity and other related metrics.
* Works closely with the Quality team to escalate Product Quality concerns (product failure)
* Considered a collaborative team player within the Customer Service department and will be called upon to help assist and lead cross functional process improvement projects in order to create positive synergistic effects within the company.
* Works within customer portals to retrieve purchase orders, confirm delivery dates, and / or any other task defined by the go to market strategy with select portal customers.
* Answer requests from customers in an expedited manner via telephone, email, or in-person while maintaining a positive, empathetic, and professional tone with a "one call resolution" mindset.
* Analyzes and responds to requests or forwards requests to appropriate sales team member and follows through to ensure that customer requirement is adequately met.
* Ensures effective and efficient Order to Cash process, which consists of: Accurately and efficiently processing product quotations, establishing new customer account setups, processing orders, as well as customer complaints and feedback forms.
* Drives revenue growth by helping to identify opportunities and contributes to team effort by accomplishing departmental performance objectives. This includes but is not limited to: Identifying shipments that can be executed before planned schedule dates, working with the logistics and shipping teams to expedite shipments to increase customer satisfaction, and make business critical decisions impacting daily / monthly / quarterly financials.
* Other tasks that are defined by our sales team and approved by the Global Customer Service Manager.
Qualifications and Experience
At least 5 years' experience with related customer service/sales support responsibilities and with a proven track record in people management.
Must be computer proficient to include Excel, Word, Outlook, PowerPoint, and ERP systems. Microsoft Dynamics 365 and CRM a plus.
Thrives in a transformational environment, emerging business, building best-in-class processes (rather than a caretaker for mature, fully developed systems) .
Ability to interact, challenge and communicate effectively with team members at all levels within the organisation.
Ability to work independently or in a team environment with troubleshooting and problem-solving skills.
Self-motivated and self-directed.
DNA/ Behaviours required for meeting our strategy and success of the Company:
Ownership; We understand the impact of our decisions and take responsibility for the outcome. We relentlessly pursue success for Safeguard Medical, our customers, our team, and ourselves.
Initiative; With a can-do mindset, we courageously take prompt action on what is best for Safeguard, our customer, and our Team.
Curiosity; We look to understand the "why", to explore new and better ways of working together to accomplish our goals. We seek diverse viewpoints to improve outcomes.
Candor; We have productive and respectful conversations where we authentically share our intent, our needs, and our perspective, to allow us to debate, align and move forward together.
Humility; We act selflessly, considering the best interest of Safeguard, the customer, the team and the individual; understanding that we cannot truly succeed if any of these fail.
Equal Employment Statement / Non-discriminatory statement:
Safeguard Medical is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are made based on qualifications, merit, and business needs. We believe that diversity strengthens our team and fosters innovation and growth.