Job Description

Job Description/Requirements

Job Responsibilities:
•    Supervise the daily operations of the team and allocation of work ensuring that all activities occur on-time and prioritized in an orderly, efficient and effective manner
•    Establish and evaluate individual goals, track team and individual performance, drive their achievement, organize performance reviews
•    Manage and tune key performance indicators
•    Act as a point of escalation for the team, resolve actions that are not progressing on target
•    Monitor personally the handling of critical cases and escalate as appropriate
•    Contribute to case handling as appropriated
•    Establish and maintain interdepartmental communications among Customer Care organization and other appropriate departments to ensure a good cohesion of the team within the organization
•    Cooperate with local and regional TS, FSE, FAS, workshop teams to ensure a good coordination of activities between departments in order to maintain customer satisfaction
•    In relation to the Field Service Engineering team support, ensure the team are familiar with territories. Oversee allocation of Work Orders to the correct FSE & ensure effectiveness of coordinating effective travel schedules on direct market
•    Collaborate with channel partners and regional service managers for timely parts delivery on indirect markets
•    Identify, develop and implement improvements to support processes and procedures in alignment with EMEA/Global Technical Support Organizations
•    Work on cross-functional teams and as needed Kaizen events
•    Operate within the parameters of the Quality Management System procedures and DBS system

Training Responsibilities:
•    Complete all assigned and required training satisfactorily and on time
•    Ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:
•    Bachelor’s degree or a Master’s degree in business or related field
•    5+ years of experience with 2 years of Customer Service/Support experience position in either healthcare, logistics or freight forwarding industry 
•    Knowledge of SAP (or similar ERP System) and CRM system (preferably Salesforce)
•    Knowledge and application of commercial computer application packages (MS Office, etc.)
•    International trade rules knowledge (incoterm, custom…)
•    Continuously strive to enhance knowledge and skills, sharing experience with others
•    Proven experience of operational and team leadership
•    Work independently in a structured manner with the ability to prioritize critical tasks
•    Excellent written and verbal communication skills
•    Comfortable with ambiguity and able to positively cope with change, able to lead and mentor the team
•    Able to follow complex processes, to proactively analyze situations and propose appropriate actions
•    Able to build a collaborative work relationship with different groups within the organization
•    Thrives in a dynamic and fast-paced environment
•    Dedication to customers and service
•    Coach and support new team members to become effective in role
•    Fluent English (written and oral) is required (additional languages would be an advantage –French, Italian, German, Russian, Spanish, Portuguese, Polish)

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