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PURPOSE OF THE JOB
- Management of the Customer Service department in order to provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service request and customer complaints. The departments teams are based (NN).
- The manager will train, motivate and coach Customer Service Representatives to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort.
- Assure team compliance with internal processes and procedures (e.g. Abbott Medical Quality System) and with the applicable legislation.
- Strategic development of the country's Customer Service department and service activities.
ROLES & RESPONSIBILITIES
- Set goals which align to department plans and manage the execution of the goals
- Hires and retains diverse, highly qualified Customer Service staff and provides ongoing performance feedback.
- Monitor and manage department/individual goals and objectives.
- Use KPI’s to challenge current status.
- Ensure all Customer Service employees are trained, and documentation meets the division's quality standards.
- Develop a continuous improvement environment for department processes including order processing (EDI and Esker, returns processing, backorder processing, credit requests and new product launches. Identify and work on process improvements.
- Develop a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department.
- Maintain a safe and professional work environment.
- Supervise work schedules, PTO, staffing levels to ensure customer calls, orders, e-mail requests and other forms of external and internal customer contact and request are handled appropriately and within defined goals.
- Support all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environment Management Systems (EMS), and other regulatory
