Medical Devices
Medical Devices

Customer Service Manager

Zaventem, Belgium

Scope

We at Consult are currently recruiting for an experienced Customer Service Manager. The establishment that the successful candidate would be working in is a leading developer, manufacturer, and supplier of premium diagnostics products, medical imagining systems, and surgical products dedicated to serving the healthcare needs of women throughout the world.

Additionally, this fast-growing company is a leader in ten areas of women’s health, including mammography and breast biopsy; radiation treatment for early-stage breast cancer; breast MRI; cervical cancer screening; treatment of menorrhagia; permanent contraception; osteoporosis assessment; preterm birth risk assessment; mini C-arms for extremity imaging; as well as molecular diagnostic products, including HPV testing and reagents for a variety of DNA analysis applications. Lastly, their core business units are focused on breast health, diagnostics, GYN surgical, and skeletal health.

If this exciting opportunity is something you are interested in, then apply today!

Responsibilities

  • Order Management
  • Customer inquiries on product supply
  • Nonproduct related complaints
  • Monitor and report on KPIs to manage efficiency and track the continuous improvement of customer experience. These include but are not limited to phone calls, logistical collections, order entry, cycle times, credit notes, CRM customer complaint logging, and root causes.
  • Work with the CS Training Leader to provide continuous coaching to the team to avoid persistent process deviations, and work to improve customer experience through the additional process and product knowledge, handling the shared inbox, orders, returns. Highlight the consequences of errors to drive accountability for the quality of work produced.
  • Run a CS team rota to allocate resources appropriately to meet and exceed the KPI targets.
  • Identify root causes of persistent process/performance issues to propose and implement corrective actions.
  • Present quarterly meetings with regional sales teams to review performance and build relationships. Understand how Commercial and CS can help each other to improve the process and customer experience.
  • Provide backup to other CS regions where required.
  • Identify and implement process improvements alongside other CS regions, and establish best practices.
  • Lead initiatives within the group to maintain a positive, engaging environment that continue to make the company an attractive place to work.
  • Fully accountable for the resourcing of the team.

About You

  • Proven, successful customer service skills where you have dealt with internal and external customers and colleagues
  • Ability to lead multiple work assignments, achieving deadlines and goals set
  • Prior experience leading a team in a supervisory capacity. Inspiring a team to be engaged, focused, and high performing
  • Logistical administration/coordination experience e.g. customs documents and organizing shipments
  • Fluent in English
If you are interested in the above role then please apply or get in touch to discuss further.
Elliott Firth Managed by Elliott Firth
highlights
International
Permanent
Office
apply Posted - 23.03.2022

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Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.