Integra LifeSciences

  • Supervisor- Customer Service for Export (Fluent in French)

    Vacancy ID
    2018-27392
    Location
    IE-Dublin
    Position Type
    Regular Full-Time
    Category
    Customer Service/Support
  • Overview

    Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery, and regenerative wound care.

    Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has more than 4,000 employees worldwide. Integra’s common stock is listed on The NASDAQ Stock Market under the symbol “IART.”

    Responsibilities

    • Supervise an Export team of 6-10 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
    • Deal international business and with payments terms 
    • 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; reward and discipline employees
    • Coach to behaviors that align to the company values and create a customer excellence culture
    • 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
    • Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
    • Provide reports to senior management
    • Perform the same duties as a Customer Service Representative
    • Perform other assignments as required/assigned

     

     

    Qualifications

    DESIRED MINIMUM QUALIFICATIONS

    The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

     

    Education:

    • Bachelor’s degree or equivalent from a college or university and/or a minimum of three years’ related experience and/or training; or equivalent combination of education and experience.
    • Education in international business and payments terms (incoterms, Letter Of credit…) is preferred.

    Experience:

    • 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
    • Experience of dealing with international business and with payment terms
    • Experience in working with Letter of Credit and Incoterms is preferred
    • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred

     Skills:

    • Ability to speak, read and write fluently in English and French.
    • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
    • Passion for customers and delivering a world-class service experience
    • 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
    • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
    • Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
    • Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable

     

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