Overview
Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.
We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.
Position
Position: Customer Service Team Leader, ANZ
Work Location: Vantive Old Toongabbie Office (Expected to move to New Office in Victoria Cross, North Sydney soon)
Line Manager: Customer Service Manager
Normal Working Hours: Mon-Fri 8:00-17:00 (2 days Working from home)
Travel: Not required
Job Scope
This position is accountable for building and leading high-performance teams to meet business demand and customer requirements. It is responsible for the leadership of the team and supporting the Customer Service Manager ANZ to meet operational and business metrics. This position is accountable for ensuring that customer/patient orders, returns, credits, complaints, requests, adverse events, medical enquiries are resolved in a timely, accurate and cost-effective manner within first call resolution. The key focuses for this role are to ensure the team are high performing in all five Customer Support Core strengths: Timely response, First call resolution, Professional Call Quality, Accurate information and processing and highly skilled people.
Job Responsibilities
1. Customer Management: Ensuring team always provides an effortless customer experience
2. Customer Management: Support perfect order to provide error free customer experience
3. Customer Management: Assist customers with order-related enquiries, including product availability, price queries and product/service complaints
4. Customer Management: Problem solving
5. Customer Management: Oversight of delivery issue resolution
6. Customer Management: Customer relationship management, directly with customers as well as liaison with Sales and Marketing, Supply and Distribution, Finance and Quality and Regulatory Affairs to manage relationships
7. People and Team Management: Effective leadership of people to meet performance expectations
8. People and Team Management: Driving the implementation of company initiatives and embedding them into the team culture
9. People and Team Management: Develop a positive team culture
10. People and Team Management: Management of staff resources
11. People and Team Management: Management of time and attendance systems
12. People and Team Management: Performance reviews and career development for direct reports
13. People and Team Management: Coaching staff in accordance with set KPI's
14. Operations Management: Drive process improvement and efficiency programs
15. Operations Management: Actively support Perfect Order
16. Operations Management: Ensure that team members process customer orders, credits and RMA's promptly and accurately
17. Operations Management: Ensure that all transactions are processed in accordance with the current Terms of Sale
18. Operations Management: Understand the JDE system and support CSR's with workload where required
* Quality Management: Ensure quality standards and procedures are being maintained
* Quality Management: Coaching towards optimized team performance in both adherence and quality, with a focus on quality of service to customers and KPI performance
* Quality Management: Ensure that all team members comply with the company standards and regulatory requirements with particular focus on Adverse Event Reporting Requirements
* Quality Management: Participate in and contribute to Audits where appropriate
Qualifications
* Bachelor's degree in Business Administration, Management, or a related field.
* At least 5 years of experience in customer service or team leadership roles with proven track record of achieving performance targets and maximizing customer satisfaction.
* Desire to deliver great customer service every time and ability to connect with a diverse range of people.
* An empathetic and resilient nature and being able to stay positive even when the pressure may be on, Strong customer service.
* Experience in a similar role within a fast-paced environment working in supply chain, preferably in the medical industry.
* Sound verbal and written communication with high attention to detail.
* High level accuracy, numeracy and demonstrated learning agility.
* Strong computer skills with experience using a large ERP system (ideally JDE & Salesforce).
* Growth mindset or experience in process improvements will be highly regarded.
Reasonable Accommodation
Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please indicate your request with your contact information. Form Link
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