Customer Service Team Leader

6 months ago

Sydney, Australia W.L. Gore & Associates Full time

**About the Role**: We are looking for a Customer Service Team Leader to join our Medical Device Sales Operations Team in Belrose, Sydney. In this newly created role you will lead a team of four associates in providing superior customer service to our customers and internal partners.
You are dedicated to continuous improvement and experienced in using data to drive effectiveness.
You are technology savvy, and enthusiastic about ensuring that people, processes, and tools are appropriately aligned to meet the needs of our rapidly growing business.
You will be energized by working for a world-class enterprise and the opportunity to collaborate with a professional, friendly, inclusive, and high-performing team.

This role will be located in Gore Facility in Sydney, Australia.

**Responsibilities**:

- Hands-on member of our high-performing customer service team with workload split approx. 50% providing day to day customer service coverage & 50% focus on leading the team and driving functional excellence
- Support the order-to-cash process, including administering order fulfilment, and supporting case and consignment field inventory movements effectively

including eCommerce platforms, ERP (Enterprise Resource Planning) & CRM (Customer Relationship Management)
- Execute effectively in high pressure situations. Comprehend, recall, and explain complex transactional information to customers and internal partners
- Support the field-based team in maintaining optimal inventory accuracy and effectiveness through timely action and consistent relevant follow up
- Motivate and engage associates, maintaining the exceptional culture of our highly engaged team
- Analyze data to drive continuous improvement. This includes compiling metrics and driving monthly review with the team to ensure that the team are meeting or exceeding KPIs
- Proactively identify opportunities for business process improvements resulting in better efficiency and enhanced quality of our services. This includes partnering with the ANZ Medical
- Sales Operations Leader and your global counterparts to explore and leverage best practice, aligning where appropriate
- Coach the team to ensure best practice is deployed and maintained. Provide balanced, timely and direct feedback as appropriate. Ensure the customer service team are trained appropriately and maintain adherence to all business and regulatory processes and requirements
- Lead the performance and development of the customer service team, aligned to individual strengths and needs of the business, in partnership with Sales Operations Leader
- Ensure adequate customer service coverage at all times, including adjusting team roster to accommodate leave. Develop deep expertise in ERP system, CRM (Salesforce Servicecloud) and integrated systems
- Establishes clear expectations of equitable and inclusive behaviors from Associates and acts immediately to appropriately address negatively impactful or unfair behavior

**Required Qualifications**:

- Proven experience in leading a highly engaged team
- Proven experience using data to drive efficiency
- Demonstrated experience in creating and maintaining an inclusive work environment with clear understanding of equitable practices
- Effective and professional communication skills, written and oral
- Technology savvy
- comfortable navigating and learning new and constantly evolving systems
- Experience working in a regulated or medical customer service environment with an understanding of inventory management in a Medical Device setting (including consignment and loan stock)
- Proficiency in using ERP (Enterprise Resource Planning) systems, preferably SAP and experience with eCommerce platforms
- Proficiency in Microsoft Word, PowerPoint with advanced Excel skills
- Strong organization and time management skills with the ability to multitask

**Desired Qualifications**:

- Experience with Salesforce Servicecloud

**What We Offer**: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

LI-MSL

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