Changing lives. Building Careers.
Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.
- Supervise a team of 3 to 5 customer service representatives
- Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
- Deal international business and with payments terms
- Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
- Complete regular agent call quality performance evaluations
- Assist Customer Service Representatives in managing customer escalations to a solution or compromise
- Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
- Coach to behaviours that align to the company values and create a customer excellence culture
- Analyse operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
- Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
- Develop and document key process steps necessary to provide the required levels of service
- Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
- Provide reports to senior management
- Perform the same duties as a Customer Service Representative
- Perform other assignments as required/assigned
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