Job Summary:

• Coordinate and perform day-to-day Customer Service Representative activities such as order management, invoicing, stock adjustments…
• Monitor department/individual goals and objectives
• Follow up on the performance of day-to-day activities and KPI’S
• Ensure all Customer Service employees are trained and documentation meets the division quality standards
• Maintain a continuous improvement environment for department processes including order processing (EDI and Esker), returns processing, backorder processing, credit requests and new product launches.
• Identify and work on process improvements. 
• Develop a culture that promotes a customer-focused philosophy of “ease of doing business” both within and outside the Customer Service department
• Maintain a safe and professional work environment
• Support all company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS) and other regulatory requirements
• Comply with local regulations, other regulatory requirements, company policies, SOX legal requirements, operating procedures, processes and task assignments
• Proactively improve the applicant experience by acting on quality reports, monitoring quality within the team and coaching team members.
• Shadow and coach individual team members, providing constructive and objective feedback that helps identify and support development.

Skills on Resume: 

• Process Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Quality Assurance (Hard Skills)
• Continuous Improvement (Hard Skills)
• Customer-Centric Mindset (Soft Skills)
• Safety and Professionalism (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Coaching and Development (Soft Skills)

Job Summary:

• Responsible for coordination of consignment and warehouse count (organization, reconciliation and follow-up)
• Responsible for management of Short UBDs products in collaboration with the Inventory team to minimize scrap due to expired products
• Support the Regional Customer Service Manager with communication in local country organizations and in-country management meetings
• Lead or supervise projects
• Ensuring the team has the necessary physical resources e.g. computer hardware and telephony to complete work
• Ensuring changes are communicated to the team effectively, including the expected impact and the support available to help them embed the necessary changes.
• Completing daily, weekly, and monthly reporting as defined by the project service level or as directed the Operations Manager, Account Manager or Operations Director.
• Interpreting data to identify trends and taking appropriate action to rectify any deviation from targets/SLAs.
• Ensuring customer data and case notes are accurate and maintained on the relevant systems to ensure data integrity standards are met.
• Ensuring all actions remain compliant with relevant regulatory codes of conduct e.g. GDPR, PECR, FCA, Health and Safety.

Skills on Resume:  

• Project Management (Hard Skills)
• Data Analysis (Hard Skills)
• Inventory Management (Hard Skills)
• Communication Skills (Soft Skills)
• Team Leadership (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Reporting and Documentation (Hard Skills)
• Change Management (Soft Skills)

Job Summary:

• Managing a team of agents ensuring effectiveness through appropriate objective setting, leadership and management, coaching and development of the team.
• Develop a strong team spirit within the team to ensure that all customers experience excellent customer service.
• Regularly review and challenge the team’s performance against KPI’s to ensure it is meeting business and customer needs.
• Review all feedback to identify trends and issues and instigate and implement appropriate improvements
• Through quality monitoring measurements ensure that all customer contacts are dealt with in accordance with Company Standards.
• Ensure that all customer contact is dealt with in accordance with Company policy and SLA agreements.
• Ensure that any customer complaints are dealt with and escalated in accordance with Company policy and SLA timescales.
• Ensure that all administration is completed in accordance with Company standards.
• Partner with Account Managers and others to ensure customer requirements are delivered cost-effectively in accordance with the relevant SLA.
• Work alongside team members to understand what ‘gets in the way of work and to identify any ‘waste’ activity.
• Encourage individuals to take responsibility for identifying and resolving issues.

Skills on Resume: 

• Team Management (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Performance Review (Hard Skills)
• Quality Monitoring (Hard Skills)
• Complaint Resolution (Soft Skills)
• Administrative Compliance (Hard Skills)
• Collaboration and Partnership (Soft Skills)
• Problem Solving (Soft Skills)

Job Summary:

• Manage, develop and motivate a team of Case Managers and or Grant Enquiry Advisors.
• Ensure the smooth day-to-day running of the processes within the team, managing workloads and resources to ensure that grant applicants receive a timely service within agreed performance objectives.
• Manage escalated issues
• Ensure the team operates in line with all internal policies, governance and regulatory requirements.
• Lead on cross-divisional projects and initiatives
• Provide data and supporting analysis with regard to all of the above.
• Work proactively with Motability Operations and other Scheme Partners, to ensure the smooth running of all processes and policies.
• Proactively engage and consult with other internal or external colleagues on Scheme-wide issues, improvements and efficiencies.
• Work with team members to ensure they apply sound judgment and decision-making
• Ensuring balance the needs of the applicant with the needs of the business.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Management (Hard Skills)
• Issue Resolution (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Project Management (Hard Skills)
• Data Analysis (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Judgment and Decision-Making (Soft Skills)

Job Summary:

• Manage absence and attendance in line with company policies and procedures in conjunction with Human Resources.
• Identify issues and problems that are impacting on teams, applicants or the Scheme.
• Get Case Managers and Grant Enquiry Advisors involved in testing and identifying solutions or alternative ways of working.
• Demonstrate and promote a solution-focused environment.
• Ensure transactions in the ERP system are processed in accordance to documented procedures embedded in the ABBOTT QA system.
• Monitor service complaints and issue corrective actions for local complaints
• Responsible for organizing and processing master data maintenance (customer, materials, prices)
• Support quality and sales department in FSCA (Field Safety Corrective Action) implementation
• Maintain positive and cooperative communications and collaboration with all levels of employees, customers, contractors and vendors
• Develop strong and efficient communication inside the team and with other departments, especially Sales
• Proactively address and manage performance issues within the team with close liaison with the Learning and Development Team.
• Agree on individual CRM objectives and support team members to achieve them through regular 1:1 meetings.

Skills on Resume: 

• Attendance Management (Hard Skills)
• Problem Identification (Soft Skills)
• Collaborative Solution Development (Soft Skills)
• Solution-Focused Mindset (Soft Skills)
• ERP System Proficiency (Hard Skills)
• Complaint Management (Hard Skills)
• Data Maintenance (Hard Skills)
• Effective Communication (Soft Skills)

Job Summary:

• Design, create and implement strategies to improve customer health and loyalty
• Lead and continually develop the Customer Champion team through mentorship and guidance
• Develop, align, and execute the customer retention roadmap within budget
• Establish training requirements and arrange appropriate training for the team to continuously improve customer retention capability
• In collaboration with the Sales manager, host weekly GTM meetings with the team to provide a roundtable forum for everyone to share knowledge and discuss customer retention status, strategy and tactic
• Maximize the opportunity for customer feedback and use learnings to drive improvement across the business
• Drive utilization of the Eighty6 report and heat map analysis to maximize retention and sales opportunities
• Establish a customer health framework and use it to drive customer retention initiatives across the business
• Engage with lost customers and build a customer churn fact bank to drive customer retention initiatives across the business
• Establish an internal network to gather insights about churned customers to drive improvements across the business
• Establish automated management dashboards to support retention activities and investments
• Work in a matrix with internal & external stakeholders

Skills on Resume:  

• Strategic Planning (Hard Skills)
• Team Leadership (Soft Skills)
• Budget Management (Hard Skills)
• Training and Development (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Data Analysis (Hard Skills)
• Customer Insight Management (Soft Skills)
• Stakeholder Engagement (Soft Skills)