Responsible for managing the day to day operational activities for Customer Service for a dedicated regionwhich includes:
Order entry, order follow-up, stock information, backorder reports & invoicing
Ensuring the phones are answered within service level
Claim & return handling and crediting
Coach and develop team to deliver high quality service that’s best in class
Developing and building a high performing team around sales administration to ensure the highest performanceand quality in managing the day to day operational activities for customer service. This involves allocating theappropriate resources to the group to meet the business demands of each region and customer type. Drivingknowledge increases in the Team to improve resolution rate and improve accuracy and customer experiences.
Ensuring achievement of all KPIs.
Ensuring compliance of B/R accounting roles and SOX requirements such as revenue recognition, inventory rules.Developing and managing high performance teams by selecting, developing, and evaluating personnel to ensurethe efficient operation of the group.
Working with stakeholders to implement efficient quality processes for Quotes and Tenders that driveimprovements in win loss and ensures each bid is to a high standard.
Managing change, having the ability to develop high performing /multi-cultural teams that deliver results. Preparingand leading the teams and supporting other projects. Continued focus on business process improvement in orderto define those aspects of the business which have the ability to impact the customer. Analysing operationalprocesses & results, escalation procedures and performs training needs assessments for identifying opportunitiesfor service delivery improvements and value add to the customer/clients.
Supporting and coach your team and team leaders.
Ensuring effective collaboration between the Bio-Rad Teams and Stakeholders to ensure optimal processes andeffective interactions. Managing all facets of customer retention including participating in the resolution of customerconcerns and defining and developing a customer contact strategy.
Ensuring customer satisfaction is improved by responding to customer surveys, analyse reasons for good andadverse feedback and drive improvements.
Auditing, analysing, harmonizing the best practices & develop SOPs in compliance with the affiliated regulatorybodies to keep clear process under control. Additionally, work with stakeholder(s) to implement harmonizedsystems and process around order entry, metrics and reporting.
Liaising between customers and manufacturing, sales, field service, order processing and accounting to resolvestatus, production, delivery and billing inquiries. Develop, implement and manage return materials authorization(RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracyand all client/customer service delivery issues are resolved.
Proactively communicating to internal stakeholders on issues and results, as well as ensuring proactive culture isembedded within the Teams.
Multi-lingual and excellent English
Experience setting or leading customer services shared services (cross-regional)
Proven ability to lead projects and deploy processes, meet deadlines; effectively communicate updates andoutcomes; utilize resources and tools to implement projects and process improvements. Experience setting upmulti-cultural teams.
Demonstrated leadership and decision making, solid people management experience, excellent organizationand time management. A person who has the ability to effect change.
Demonstrated ability to work effectively with customers, management, and other teams/organizations to ensurecollaboration and achieve desired outcomes.
Thorough knowledge of customer service call/order center best practices, and proficiency in customerservice/call center tools and software.
Results driven- ability to deliver improvements in customer satisfaction
Knowledge of computer networks and business software including:ERP (SAP, Oracle) Salesforce.com, MS Office, Microsoft Outlook and CRM experience
Demonstrated ability to work effectively in a strongly regulated environment (SOX and revenue compliance)
Strong operational, problem solving and managerial skills
Analytical, critical thinking, organizational, presentation, communication, reporting and interpersonal skills.HND or BA Degree or equivalent in Business or similar discipline5+ years of successful experience in related field and successful demonstration of Key responsibilities andknowledge as presented above