Overview
The Senior Manager, Customer Support plays a pivotal role in ensuring a seamless customer experience while meeting key performance indicators (KPIs) for service quality, response times, and issue resolution. This position is responsible for overseeing and managing multiple, multilingual teams within Customer Support, covering Customer Support, Tenders, Contracts and Pricing coordination, Field-Based Inventory management, Product and Supply Chain Support.
This leadership role requires close collaboration with leadership teams across Global Supply Chain to ensure alignment with organizational goals and objectives.
Responsibilities
Team Leadership, Employee Engagement and Development:
1. Lead and Manage Teams: Guide, coach, and provide ongoing performance feedback to a team of Customer Support Managers.
2. Foster Employee Engagement: Maintain a positive and motivated team culture through employee engagement initiatives.
3. Develop Direct Reports: Coach and mentor direct reports to support their continued growth and succession planning.
4. Manage Team Activities: Oversee recruitment, promotions, training, and development for direct reports and the wider team.
5. Performance Reviews: Prepare and deliver annual performance and salary reviews for direct reports.
Customer Experience & Service Quality:
1. Deliver Exceptional Service: Ensure Customer Support consistently meets or exceeds customer expectations for a positive experience.
2. Oversee KPIs: Monitor and achieve KPIs related to customer satisfaction, response times, issue resolution, and other service metrics.
3. Improve Service Delivery: Identify gaps in service delivery and implement solutions to improve the overall customer experience.
Quality Management:
1. Policies and Procedures: Ensure implementation of policies and operating procedures complies with our quality management system.
2. Audit Readiness: Collaborate with the Director, Quality Assurance, Cook Medical Europe (CMEU), to maintain audit readiness and quality management system compliance.
Cross-Department Collaboration:
1. Resolve Issues: Collaborate with other Global Supply Chain teams to resolve issues and implement solutions that meet customer needs.
2. Align Initiatives: Develop and maintain strong working relationships with Cook Medical Divisional Sales teams to ensure alignment and collaborative execution of initiatives.
Operational Excellence & Continuous Improvement:
1. Identify Cost Savings: Drive financial savings opportunities within the Customer Support function.
2. Industry Best Practices: Stay updated on industry best practices in customer support and introduce initiatives to improve and elevate the customer experience.
3. Continuous Improvement: Act as an advocate for continuous improvement, driving the philosophy and practices across the team.
Regulatory Compliance:
1. Ensure Compliance: Ensure compliance with ISO13485 and other applicable regulations.
2. Code of Conduct: Uphold Cook's Code of Conduct in all business dealings.
Qualifications
1. Leadership Experience: Proven experience in a senior customer support or service management role with a minimum of 10 years' experience.
2. Education: Bachelor's degree in a related field or equivalent experience.
3. KPI Management: Demonstrated experience in managing KPIs and service level agreements (SLAs).
4. Communication Skills: Strong communication and people skills, with the ability to engage with both customers and internal teams effectively.
5. Relationship Building: Ability to create and maintain professional relationships at all levels of the organization.
6. Technical Skills: Familiarity with CRM systems and customer support technologies.
7. Problem-Solving: Excellent problem-solving and conflict resolution abilities.
8. Continuous Improvement: Experience in driving continuous improvement and process optimization.
9. Data Analysis: Demonstrated understanding and utilization of reporting and data analytics tools.
10. Coaching and Mentoring: Proven experience with coaching, mentoring, and developing direct reports.
11. Expectations Setting: Ability to set expectations and hold teams accountable.
12. Software Proficiency: Proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook).
13. Customer-Centric Mindset: A customer-centric mindset with a passion for delivering exceptional service.
14. Knowledge of Industry Best Practices: Knowledge of customer service best practices and tools.
15. Global Environment: Experience working in a fast-paced, global environment.
16. Travel: Availability and willingness to travel on company business.