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Service Excellence Manager
3 weeks ago
Role Summary:
Customer Service Team LeadOur organization is seeking an accomplished Customer Service Team Lead to lead a team in delivering exceptional service to patients, caregivers, and healthcare professionals across national healthcare accounts.
This role involves overseeing accurate order processing, ensuring timely deliveries, and proactively managing communication to minimize service disruptions and patient impact.
The successful candidate will manage complex or escalated service issues, complaints, and claims with urgency and care; ensure appropriate escalation pathways are followed when required.
Beyond these responsibilities, the ideal candidate will build and maintain in-depth knowledge of nutrition products, empowering the team to confidently assist with enquiries and product recommendations.
To excel in this role, you will utilise SAP or equivalent systems to oversee customer management, order tracking, and ensure compliance with documentation standards.
In addition, you will ensure the team maintains accurate, compliant records in alignment with Good Documentation Practice and healthcare regulations.
- Main Responsibilities:
- Delivering empathetic, professional support to patients, caregivers, and healthcare professionals
- Overseeing accurate order processing and ensuring timely deliveries
- Managing complex or escalated service issues, complaints, and claims
- Building and maintaining in-depth knowledge of nutrition products
- Utilising SAP or equivalent systems to oversee customer management and order tracking
Requirements for Success:
- Strong communication and interpersonal skills
- Proficiency in ERP and CRM systems
- High-level computer literacy, including Microsoft Office
- Proven leadership in customer service within healthcare or logistics
- Detail-oriented with oversight of accurate order processing and documentation
We value diversity and welcome candidates from all backgrounds. If you have similar skills and are willing to learn, we encourage you to apply even if you don't meet every qualification.
