Senior Manager, Customer Support Overview
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The Senior Manager, Customer Support plays a pivotal role in ensuring seamless customer experiences while meeting key performance indicators (KPIs) for service quality, response times, and issue resolution.
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This position requires close collaboration with leadership teams across Global Supply Chain to ensure alignment with organizational goals and objectives.
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Responsibilities
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* Team Leadership, Employee Engagement and Development: Lead and manage a team of Customer Support Managers, providing guidance, coaching, and ongoing performance feedback. Foster employee engagement to maintain a positive and motivated team culture.
* Customer Experience & Service Quality: Ensure that Customer Support consistently delivers a high-quality service, meeting or exceeding customer expectations for a positive experience. Oversee the management and achievement of KPIs related to customer satisfaction, response times, issue resolution, and other service metrics.
* Quality Management: Ensure the implementation of policies and operating procedures is in compliance with our quality management system. Support internal and external audits and collaborate with the Director, Quality Assurance, Cook Medical Europe (CMEU) and team, to maintain audit readiness and quality management system compliance.
* Cross-Department Collaboration: Collaborate with other Global Supply Chain teams (e.g., Supply Chain Solutions, Distribution Centre, Continuous Improvement, Business Process, Quality, PMO) to resolve issues and implement solutions that meet customer needs.
* Operational Excellence & Continuous Improvement: Identify and drive financial savings opportunities within the Customer Support function. Stay updated on industry best practices in customer support and introduce initiatives to improve and elevate the customer experience.
* Regulatory Compliance: Ensure compliance with ISO13485 and other applicable regulations. Uphold Cook's Code of Conduct in all business dealings.
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Qualifications
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* Proven Experience: Proven experience in a senior customer support or service management role with a minimum of 10 years' experience.
* Educational Background: Bachelor's degree in a related field or equivalent experience.
* Communication and People Skills: Strong communication and people skills, with the ability to engage with both customers and internal teams effectively.
* Leadership and Coaching Abilities: Ability to create and maintain professional relationships at all levels of the organization. Proven experience with coaching, mentoring, and developing direct reports.
* Problem-Solving and Conflict Resolution Abilities: Excellent problem-solving and conflict resolution abilities.
* Continuous Improvement and Data Analysis: Demonstrated understanding and utilization of reporting and data analytics tools. Experience in driving continuous improvement and process optimization.
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This is a hybrid position, located at Cook Medical Europe, Limerick, Ireland.