Customer Service Manager

JOB PURPOSE:

Incumbent is fully responsible for on-site management of the Customer Service Department to effectively meet monthly Sales Revenue (for assigned regions) by ensuring on-time delivery in full and expediting shipment with Supply Chain or Distribution Centres.

KEY RESPONSIBILITES:

Key responsibilities will include (but are not limited to) the following:

• People Management – Manage the daily coaching, mentoring and technical assistance of the customer service representatives. Lead day to day operations and foster a positive and open working environment
• Established Goals - Setting clear mission and deploying strategies for the Department
• Staffing & Scheduling – Manage resources to maximize productivity of the CS team to meet demand.
• Problem Resolution – Use problem-solving skills to resolve operational issues effectively
• Performance review – Providing feedback to Customer Service Representative in order to address performance gaps and provide coaching
• Training – Manage a process that delivers guidance and continuous training opportunities.
• Intercompany Relationships - Demonstrate perseverance and enthusiasm in partnering with the Sales, Marketing, Finance, Quality, Manufacturing and Supply Chain department that always has the best interest of the customer at hand.
• Manage the department objectives to meet the service level in the  areas of: Order timeliness, Backorder, OTIF and Service Errors.
• Adhere to and ensure the compliance of company’s code of conduct and all Company policies, rules, and procedures with customer service.
• Represent Customer Service in customer or internal audits
• Other ad-hoc duties as assigned by Management.

KEY RELATIONSHIPS / INTERFACES

• Customer Service
• Supply Chain
• Logistics and Distribution

ESSENTIAL SKILLS / EXPERIENCE

• Minimum Bachelor in Business/Logistics/Supply Chain Management or equivalent
• At least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure.
• Excellent verbal, written communication and interpersonal skills
• Good knowledge and hands-on experience in ERP system (eg. SAP) & Microsoft office (Powerpoint and Excel) preferred
• Strong Analytical skills, efficient, deadline-oriented and able to work under pressure
• Possess problem solving skills and ability to exercise good judgment acumen
• Self-motivated and ability to thrive in a dynamic or high-pressure environment.
• Both customer and process oriented; capable of satisfying customer needs while following processes and complete transactions in a financially and legally compliant manner.
• A good team player and can work independently with minimum supervision
• Candidate must be willing to travel when required
   

BEHAVIOUS / VALUES

• Good interpersonal and communication skills
• Ability to work with individuals at all levels
• Strong team player attitude
• Ability to work diligently and meet datelines
• Self-motivated and able to successfully perform tasks independently under minimum supervision

Expected Travel: Up to 10%

Requisition ID: 6788

Teleflex is a global provider of medical technologies designed to improve the health and quality of people’s lives. We apply purpose driven innovation – a relentless pursuit of identifying unmet clinical needs – to benefit patients and healthcare providers. Our portfolio is diverse, with solutions in the fields of vascular and interventional access, surgical, anesthesia, cardiac care, urology, emergency medicine and respiratory care. Teleflex employees worldwide are united in the understanding that what we do every day makes a difference.

Note: As with all positions, due to the dynamic nature of Teleflex Medical business, key responsibilities may evolve and change over time. 

Teleflex is an equal opportunities employer

Teleflex is the home of Arrow®, Deknatel®, Hudson RCI®, LMA®, Pilling®, Rüsch®, UroLift® and Weck® – trusted brands united by a common sense of purpose. Teleflex, the Teleflex logo, Arrow, Deknatel, Hudson RCI, LMA, Pilling, Rüsch, UroLift and Weck are trademarks or registered trademarks of Teleflex Incorporated or its affiliates, in the U.S. and/or other countries.

© 2021 Teleflex Incorporated. All rights reserved.