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  • Job reference number:15330501
  • Client ID:RI/BBBH792
  • Posted on:08-MAR-2018
  • Location:DUBLIN, DUBLIN
  • Job type:PERMANENT

Our client is a leading medical device company. As Supervisor of Customer Service you will report to the Manager of Customer Service based in Dublin.
You will supervise a team of customer service representatives to deliver a world-class customer experience. You will provide customer service to customers in Europe, Middle East and Africa, specifically Germany, Austria and Switzerland (DACH). Start-up environment where you will be responsible for recruiting, hiring, training and ongoing customer service operations.

  • Supervise a team of 7-12 customer service representatives
  • Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
  • Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
  • Complete regular agent call quality performance evaluations
  • Assist Customer Service Representatives in managing customer escalations to a solution or compromise
  • Interview, hire, train, evaluate, coach and develop staff
  • Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
  • Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
  • Develop and document key process steps necessary to provide the required levels of service
  • Provide reports to senior management


  • A minimum of three years' related experience and/or training, including people management; or equivalent combination of education and experience.
  • Previous experience in supervising Customer Service or Contact Centre teams
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred


  • Ability to speak, read and write in native German and fluent in English
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Results-driven, energetic and resilient leader that is receptive to change
  • Demonstrated critical thinking, problem solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
  • Understanding of Order to Cash process and related systems…Oracle, experience desirable

For more information contact Sarah on 01 513 7291 or apply with your CV

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