Customer Service Supervisor – UK & Ireland
Post Date May 26, 2020
Hologic, Inc. is a leading developer, manufacturer and supplier of premium diagnostic products, medical imaging systems and surgical products dedicated to serving the healthcare needs of women throughout the world.Hologic 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. Our core business units are focused on breast health, diagnostics, GYN surgical, and skeletal health.
Ensuring main daily duties covered by Customer Service are handled on a daily basis. These include (but are not limited to):
+ Order Management
+ Customer inquiries on product supply
+ Non product related complaintsOther responsibilities include
+ Monitor and report on KPIs to manage efficiency and track 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 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 resource appropriately to meet and exceed the KPI targets.
+ Identify root causes of persistent process/performance issues with a view to proposing and implementing 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 process and customer experience.
+ Provide back up to other CS regions where required.
+ **Identify and implement process improvements alongside other CS regions, and establish best practises.**
+ **Lead initiatives within the group to maintain a positive, engaged environment that continue to make Hologic an attractive place to work.**
+ Fully accountable for the resourcing of the team.
+ NativeEnglish Speaker preferred. Knowledge of other European languages would bebeneficial but not essential.
+ 5 years’experience managing a customer facing team in a B2B environment
+ A workingunderstanding of how to use ERP systems such as Oracle or SAP preferred
+ Processimprovement experience beneficial but not essential
+ Knowledge ofthe UK health system beneficial but not essential
+ A motivatedperson, keen to collaborate with their colleagues from all internal departmentswith the shared objective of providing the best customer experience possible.