Customer Support Team Lead

Overview

Customer Support Team Lead for Medical Devices Company

 

  • Role: Customer Support Team Lead
  • Location: Galway    
  • Type of Employment: Full-time
  • Industry: Medical Devices
  • Function: Customer Support / Team Management

 

Client’s Description

Our client is a medical technology company that produces and distributes medical devices worldwide; they are looking to incorporate a Customer Support Team Lead who will manage the team in providing world class customer support to direct customers worldwide as well as to the international sales teams.

 

Job Description

The Job:

 

As a Customer Support Team Lead, you will lead a multilingual team of Customer Support Specialists and act as a point of reference for all Customer Support questions. You will be the liaison between international sales teams, distributors, customers and management. You will work closely with inventory management and sales team to assure orders are efficiently processed and customer delivery expectations are met.

 

You will be an expert in the company products and processes, especially those related to sales processes and sales administration, and you will support the international sales teams with all order processing, scheduling, logistics and account management.

 

You will be responsible of updating and maintaining CRM systems (SAP and Salesforce), manage incoming calls from internal and external customers and Customer Support email group. You will be expected to make decisions and troubleshoot customer issues, acting as first escalation point.

 

In this role, you will be expected to coordinate the team, as well as working hands-on and stepping in when needed. Team Lead responsibilities include tracking and reporting department metrics, onboarding new employees, providing the necessary material and literature, and maintaining and updating department procedures as needed.  

 

 

 

Qualifications

The Experience:

 

We are looking for a professional with at least 5 years’ experience in a similar role, with strong order management and payment processing experience. Previous experience in supporting the sales process for a medical devices company is a plus, but it’s not a must as long as you have interest in the product and industry.

University Degree or equivalent preferred, or equivalent combination of education and experience.

You must be fluent in English and proficient in French or German.

Previous experience working with SAP or Salesforce is an advantage.

 

The Fit:

 

We are looking for a highly motivated and dedicated individual with strong management and people skills.

Excellent verbal and written communication skills are required as well as strong organisation skills and a strong can-do, will-do attitude with initiative to find solutions and result oriented.

Successful candidate will be a team player and comfortable building relationships with different internal & external customers and management.

 

The Offer:

 

  • This is a full-time, permanent position (6 months’ probation).
  • Successful candidate will receive 2 weeks of training in the UK.
  • Salary ranging from €30-40k (open to negotiate depending on experience).
  • Performance bonus & a wide range of benefits (health & dental insurance, paid sick leave, 25 days’ holidays, pension plan, breakfast in the office).

Location:

Our client is based in Galway

 

Thank you:

Thank you for your time considering this application. Hope you have already assessed your experience and send through your CV! I am looking forward to talk to you.

Grazina Orlovska, Lead Recruiter - Your e-Frontiers consultant for this job

Gražina has 5 years’ experience in the full cycle of recruitment (permanent, temporary and contract) having worked for e-Frontiers for 4 years. She is currently a Lead Recruiter within the e-Frontiers Business department managing the Customer LifeCycle team. Grazina is responsible for account management and overseeing delivery of the team specialising in permanent roles for Sales (Inside Sales, Business Development, Lead Generation, Sales Management), Customer Relationships, Digital Marketing, Finance, HR and Admin. Gražina also works on senior assignments herself including Directors, Senior Sales, Accountancy, and HR professionals.  She has a B.A. in International Economics and a Masters in Human Resource Management from Vilnius University in Lithuania and also holds a CIPD qualification from National College of Ireland. She has also completed Black Belt in Internet Recruitment with Social Talent and can be often seen at relevant industry events (both as an attendee and as a presenter). Gražina is a native of Lithuania and speaks fluent Lithuanian, English, Russian & Polish. She fell in love with Dublin during the St. Patrick's Festival in 2013 and is now well engrained within the Irish culture scene, enjoying the local craic and supporting Dublin's North City Dart's League team.

Specialises in: Finance, Administration, Sales & Marketing, Customer Success, Customer Support, Digital Marketing, IT Sales