Job Description
About us
For over 30 years, Surgical Innovations have proudly designed, developed and manufactured high quality, precision engineered instruments for minimally invasive surgery and are a leading UK manufacturer of medical devices in its respective field.
Our success is our people and we currently employ over 100 staff from our head office in Leeds. We place great value on our mutually respective relationships, a workplace which is collaborative and dynamic, and a culture which is inclusive and purposeful. The result; a platform for individual development, growth, and prosperity.
As we seek to identify, nurture, and retain talent, we offer competitive benefits packages, continuous training and development opportunities to ensure those joining us on our journey, grow too!
About the Position
The Customer Service & Sales Support Manager is part of site leadership team and is the driving force between our customers, internal sales and operational teams, ensuring that our operation scales with our demand and balances efficiency with exceptional customer service.
Responsibilities
On a day to day basis you will:
* Coordinate & manage UK tender bids including account review to assess price banding etc.
* Maintenance & set up of pricing for new and stocked inventory for the UK.
* Inventory management & forecasting for external suppliers, maintaining stock on hand in line with sales movements and purchasing commitments.
* Coordinate reviews and provide reports on contracted ‘special prices’ ensuring minimum profit is maintained.
* Reporting on turnover of consignment stock & administration of monthly checks.
* Manage new product quotations via Salesforce.
* Provide accurate sales reports to help manage samples, long term loans, customer expenditure.
* Line management of the Customer Service Coordinators, defining the team strategy to align to business strategy, setting appropriate individual objectives and overseeing the performance management process
* Order processing
* Responsible for the design and development of internal processes to improve the customer service function
* Design and develop a range of KPI’s designed to drive customer service excellence, provide monthly reporting and action / improvement plans
* Manage, amend or create SOP’s to coordinate service, process and cost improvements.
Requirements
Essential
* Demonstrable operations experience within a similar environment.
* Experience of leading teams to deliver outstanding customer service
* Experience of determining KPI’s and managing improvement actions
* Organised & self-motivated with the ability to manage multiple competing priorities
* Excellent written & verbal communication skills with high level of IT knowledge
* Numeracy, negotiation skills and business acumen
* Strong understanding of forecasting and purchasing processes
Desirable
* Formal leadership and management qualifications such as CMI/ILM
* Business development and/or key account management.
* CRM management
* Experience in surgical products
What we offer
This role offers a competitive salary of up to £45,000 and a range of benefits including a 9-day working fortnight (every second Friday off), pension, bonus scheme, life assurance, income protection, health cash plan, perkbox, and free parking.
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