To support the Customer Care Service department in Heerlen we are currently looking for a fulltime Customer Service Supervisor to work cross business with strong focus on coaching, process improvement and performance management. A position where where you ensure day-to-day performance through excellent supervision of the Customer Service Representatives. Make sure the team is at the highest performing standards by taking the responsibility and leading them for coaching, training, communication, objective setting and performance management. You are also responsible for team development.
Responsible for team performance for various therapies/countries and for the service provided to customers
Monitoring daily reports & KPI, analyze trends, identify root causes and deploy corrective actions if needed
Identifying process improvement opportunities and leading the team to implement improvements
Implement process and asset management improvements as well as influence cost saving strategies that result in significant savings for the organization and better service for customers
Provide customer satisfaction and performance metrics by executing on the existing plan as well as designing and implementing processes to improve efficiencies while ensuring all compliance are being strictly adhered
Plan workforce and manage priorities, serving as a backup when needed, manage the relationship with team leads and develop relationships with local stakeholders as wel internal as external. You play a key role in ensuring optimal asset management and negotiate with Business Unit
Serve as a key resource with knowledge of all regulations, department standards , tools and operation procedures
Over het bedrijf
This organization is the world's largest medical technology company, but they come from humble beginnings. It was founded in 1949 as a medical equipment repair shop by Earl Bakken and his brother-in-law, Palmer Hermundslie. Over the years, they developed additional core technologies, including implantable mechanical devices, drug and biologic delivery devices, and powered and advanced energy surgical instruments. Today, their technologies are used to treat nearly 40 medical conditions.
"Work together to address universal healthcare needs and improve patients’ lives. Help shaping the future"
To be successful in this role, we expect you to be able to see and communicate the big picture in an inspiring way. You are preferred point of contact and first line of escalation for internal and external customers. We're looking for a problem-solver who uses common sense to reach a satisfactory conclusion.
Excellent communications skills in Italian, Spanish & English (verbal and written)
Minimum 3 years experience in a management role or project management work experience
Basic coaching skills
Computer literacy (MS-Office and preferably SAP/ ERP)
We offer you a professional, international, dynamical and high quality working environment, where personal development is stimulated and personal initiatives are encouraged. Your Development Plan will challenge you to further develop your personal skills and competencies, to build your career within this global organization.
Starting salary between €3500 - €4000 (40 hour work week), this is based on age and number of years of experience in a similar position
28 holidays based on your worked hours a year and 8% holiday money
Travel costs are partially covered
If you feel this vacancy is of interest and it falls within your skills set, then please feel free to start your application by applying below. For further questions please contact Maaike Bemelmans via firstname.lastname@example.org or 06-46928380
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