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Global Customer Service Senior Manager

Company: Avanos Medical
Location: Alpharetta
Posted on: April 3, 2021

Job Description:

Summary: The Global Customer Service Senior Manager is responsible for leading and driving global best practices for all customer service teams. This role will have direct responsibility for leading the customer service functions for all business units in the US, US exports, and Global Business Practices. In addition, they are responsible for partnering with the global teams to drive best practices, process improvements, and overall system needs. The scope of the role includes leading 3-6 direct reports with a team of 50+ members with monthly volumes of $50MM in revenue and 20,000 orders. Key Responsibilities

  • Responsible for the strategic planning and management of all aspects of delivering a best-in-class customer service experience
  • Direct responsibility of the call center, order management, patient care, and general customer support teams in the US
  • Global responsibility of driving system strategies to enable best practices, process improvements, and overall best-in-class customer experience
  • Establish KPIs and metrics to report on performance of processes and programs and transform data into actionable insights and recommendations
  • Partner with Sales and Marketing Leaders to drive the strategy for improving the overall customer service experience
  • Ensure cross-functional teams are in-sync with customer needs and aligned to the customer service processes
  • Engage as an active problem solver to mediate needed escalations as well as develop risk mitigation plans
  • Lead key strategic projects including integrations of acquired businesses and new technology solutions.
  • Own fiscal responsibility for budget planning within the team to ensure the best use of resources and technology while driving process improvement and cost savings.
  • Ensure application of Corporate Financial Policies and the establishment and maintenance of strong internal control procedures within the team
  • Responsible for the management of team resources, including coaching, professional development and assessment, and effective resource deployment
  • Provide influence, vision, and motivation to a diverse employee base to achieve desired business results
  • Encourage self-development across the team in areas that will enhance current performance and/or prepare deputies for advancement
  • Lead the development, improvement and implementation of key business processes and systems Your qualifications Required:
    • Bachelors' Degree
    • 7+ years of Customer Service experience with 5+ years of leadership (leading team leaders)
    • Experience in managing and developing a large team and leading leaders
    • Ability to negotiate and build credibility with internal organizations and lead across business lines toward a common goal
    • High digital acumen; understanding of technology and best practices for how to deliver an outstanding Customer Service
    • Experience with tools and reporting to measure and evaluate Customer Experience is a plus
    • Ability to drive collaboration with cross-functional teams to achieve effective solutions
    • Excellent written and verbal communication, facilitation, and presentation skills - including the ability to influence at the executive level
    • Demonstrated organizational skills to manage functional workload, multiple priorities, and competing time demands
    • Demonstrated ability to effectively utilize strategic corporate tools and processes for data analysis
    • Advanced computer and analytical skills using Excel, and PowerPoint to prepare communications, financial/functional spreadsheets, and presentations.
    • Experience working with executive level customers
    • Strong knowledge of Lean concepts and tools Preferred:
      • Experience in the healthcare industry
      • Experience with SAP Order to Cash
      • Experience with Salesforce.com Service Cloud

Keywords: Avanos Medical, Alpharetta , Global Customer Service Senior Manager, Executive , Alpharetta, Georgia

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