Customer Service Manager, Europe
Job Description Summary
Customer Service Manager, Europe. This position is responsible for the management of the European Customer Service team. The main focus of this role is on ensuring team operational performance, aligning the Customer Service processes globally, generating and deploying metrics, coaching, hiring and evaluating training requirements. Responsibilities also include making recommendations to improve order entry productivity, quality, and customer experience. In conjunction with other leaders across the organization, the Customer Service Manager will act as a link between Management, the North American teams and the European Customer Service teams to set clear annual goals for their area of responsibility and to contribute to European company growth.
This position is responsible for coordinating work schedules, prioritization of workload and management of front line Customer Service personnel. The Manager, Customer Service Europe ensures open communication, supports creative thinking and fosters a cohesive team environment.
Duties and Responsibilities
Manages people, tools, processes and procedures to ensure on-time delivery of service to a dynamic and varied customer base.
Generates, develops and presents metrics pertaining to Customer Service. Accountable for global order fulfillment policies as they pertain to Customer Service.Assesses order processing workflow and capacity; evaluates and resets priorities as required.
Provides support for processing orders, responding and troubleshooting customer and internal inquiries.
Leads, manages, coaches, develops and evaluates direct reports both in UK and France through regular one-on-one and team meetings.
Assesses and evaluates training needs of direct reports; ensures training and development needs are met within department plans and budgets.
Conducts and documents performance reviews and makes compensation recommendations for direct reports in accordance with Company policies and practices.
Responsible for recruiting and hiring applicants to meet staffing requirements.
Ensures all corporate and departmental legal obligations, policies and procedures are understood and followed by all direct reports.
Collaborates and works with Supply Chain Planning, Procurement, and Distribution teams to review workflow, back orders and lagging metrics.
Develops, optimizes, and documents processes within the department and global framework. Aligns and implements department processes globally.
Identifies, plans and executes key operational improvements to enhance customer experience.
Applies Project Management methodology to plan and complete projects within Customer Service and cross departmentally.
Works closely with Sales and Marketing to support corporate strategies, KRM accounts and promotions.
Keeps abreast of developments and changes in the customer service field by actively seeking best practices, attending meetings and courses.
Graduate degree and substantial experience in a client-focused international environment.
Previous experience of working at management level within the customer service environment is essential.
Substantial leadership/management experience as a team lead or manager role including managing remote employees
Fluent in English and French is essential and ability to speak other languages would be a plus.
Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management.
Excellent communication skills, verbal and written.
Excellent organizational and multi-tasking skills; ability to coordinate a variety of activities, track important details, follow-up on delegated assignments.
Ability to develop highly effective relationships at all levels.
Demonstrated ability to lead, train, coach and motivate a team to effectively increase performance results and achieve desired results.
Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner.
Demonstrated ability to adapt quickly to change and provide change management guidance to others.
Knowledge of ERP, CRM and other database management
STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore. Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training. We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree. STEMCELL is proud to be the largest Biotechnology employer in Canada.
This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities.
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Create an account by selecting the create account button. You will then be asked for your email and to create a password. Your Password must be eight characters long, contain at least one special character, one capital letter, and a number.Once you have created your password you will be asked to upload your resume. Uploading your resume will provide the ability to auto-populate your application with information from your resume. If you prefer to manually complete all of the fields in the application you can do this by clicking next. You can upload your cover letter as an attachment in the attachments screen. Thank you for your interest in STEMCELL!