Job Description

Position SummaryThe incumbent is fully responsible for the on-site management of the Customer Service Department, to effectively meet monthly Sales Revenue targets (for assigned regions). This includes ensuring on-time delivery in full and expediting shipment with Supply Chain team and Distribution Centers.Principal ResponsibilitiesPeople Management - Manage daily coaching, mentoring and technical assistance for Customer Service Representatives. Lead day to day operations and foster a positive and open working environmentEstablished Goals - Setting clear mission and deploy strategies for the DepartmentStaffing & Scheduling - Manage resources to maximize productivity of the Customer Service team to meet demand. Participate in day-to-day activities as and when needed to support team and ensure smooth operations.Problem Resolution - Use problem-solving skills to resolve operational issues effectivelyPerformance review - Provide feedback to Customer Service Representative to address performance gaps and offer coachingTraining - 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 departments, always with the best interest of the customer in mind.Department Objectives - Manage department objectives to meet service level in areas such as Order timeliness, Backorder, OTIF (On-Time-In-Full) and Service Errors.Compliance - Adhere to and ensure the compliance with the company\'s code of conduct and all Company policies, rules, and procedures within customer service.Representation - Represent Customer Service in customer, external or internal auditsSupport and Leadership - Support Supply Chain Lead in local/regional projects when necessary and lead Customer Experience related projects when required.Other duties - Perform other ad-hoc duties as assigned by ManagementEducation / Experience RequirementsMinimum Bachelor in Business/Logistics/Supply Chain Management or equivalentAt least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure.Team lead and people managed preferredExcellent verbal, written communication and interpersonal skillsGood knowledge and hands-on experience in ERP system (SAP ECC) is a must.Microsoft office (Powerpoint and Excel) experience preferred.Visio and Power Query or BI experience is an advantage.Strong Analytical skills, efficient, deadline-oriented and able to work under pressurePossess problem solving skills and ability to exercise good judgment acumenSelf-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 supervisionMedical device/Pharmaceutical / Life Sciences industry preferredCandidate must be willing to travel when requiredSpecialized Skills / Other RequirementsGood interpersonal and communication skillsAbility to work with individuals at all levelsStrong team player attitudeAbility to work diligently and meet datelinesSelf-motivated and able to successfully perform tasks independently under minimum supervisionWorking Conditions / Physical Demands

Teleflex