Senior Customer Service Manager

Job Description

Essential Duties, Critical Success Factors, Responsibilities, Authorities and Required Interactions:
• This position contributes to customer satisfaction through the management of the local Customer Service operations. Impacts directly upon customer satisfaction and achievements of the orders and shipment plans of the company, by the effective & efficient operation of the customer service functions. This position is a member of the India Leadership Team and works closely with the Country Manager and Functional Heads to drive India strategy and customer satisfaction.
• Reviews output of CS team regarding quality and efficiency and sets necessary corrective actions.
• Responsible for the performance management, coaching and development of direct reports and associated teams. Conduct regular reviews and coach the team with ongoing feedback. Responsible for associate engagement, motivation and wellbeing.
• Responsible for maintaining excellent service levels to external and internal customers. Work closely with Sales and Service teams to ensure that quality support is extended to the customer with all aspects of order execution
• Responsible for the reporting of local key performance indicators and participates in the continuous development of local and EMEAI KPIs. Defines necessary actions to improve performance.
• Responsible via the local team, for timely resolution of customer complaints and subsequent feedback and analysis. Continually identifies areas of process improvement, drives and facilitates changes, gaining user consensus for changes.
• Is responsible for measuring performance of customer on time delivery, reviewing areas for improvement within inventory or operational aspects
• Inventory control, inventory turn management and scrap control.
• Controls expenses for own area. Contributes to the development of the local annual headcount and expense budget and responsible for ensuring adherence during each fiscal year. Measuring and monitoring cost of India warehouse, supply chain as a % over cost of sales to drive YOY cost saving.
• Participates as a member of the EMEAI Customer Service management team, assists with the development and implementation of customer service strategy within EMEAI
• Involved in design and implementation of overall regional strategy and goals for the CS organization
• Puts standard work in place to drive efficiency and accuracy in all processes
• Will be expected to participate in the development and reporting of world-wide performance metrics.
• Contributes to special projects as required
• Ensures that regional guidelines and working procedures are implemented.
Education and/or Work Experience Requirements:
• Team Management experience for 5+ years.
• Experience of sales & distribution systems, Oracle skills highly desirable. Ability to write reports, business correspondence & procedure manuals. Strong organizational skills, communication and problem resolution skills. Teambuilding and leadership skills.
• Graduate with 15-18 years of relevant experience in a customer service/commercial/logistics role in Lifesciences or related industry.
• Experience in handling change management for the team.
• Proven experience in the area of project management and implementation.
• Exposure to business environment of sales of high value capital equipment is desirable
• Excellent communication skills (written and oral); Good command over the English Language
• Experience and ability to build relationships, influence people; good negotiation and interpersonal skills
• Demonstrated experience of being a team player
• Proficiency in MS-Office esp MS Excel; Exposure to ERP (Oracle/SAP)
• Ability to work with multiple stakeholders in a matrix organization
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Keyskills :
customer servicesalesbankingcomplianceaccountsdanaher business systemkey performance indicatorscustomer service managementms officesupply chainlife sciences