Customer Service Manager

Grifols Memphis, TN

About the Job

Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people? Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.

The Customer Service Manager is responsible for leading a team of customer Service Representatives to achieve an excellent performance through coaching, problem solving and process improvement while working as a liaison between various internal and external departments. The Manager should ensure that the Customer Service Department provides exceptional service to all customers. The core of these activities consists of managing the processes relating to order processing, order exceptions, material allocations, credit and returns.

 

This position reports to the Director of Operations of the Bio Supplies.

 RESPONSIBILITIES:

  • Lead, manage and develop Customer Service Representatives, ensuring that everyone is accountable for their assigned duties, team processes, and consistently striving for excellent customer service.
  • Ensure the team is compliant on escalating appropriate issues for management to research and resolve
  • Ability to solve problems on the spot partnered with an ability to see the bigger picture and identify improvement opportunities
  • Ensure all customer inquiries and purchase orders are fulfilled in a timely and accurate manner
  • Ensure all measurement activities including call monitoring, team metrics and customer surveys requirements are met
  • Manage customer credits and returns and identify areas to improve customer satisfaction and reduce costs
  • Drive root cause analysis of credits and return reasons to identify opportunities to reduce cost and improve customer satisfaction
  • Establish, build and maintain strong, collaborative relationships with both internal and external customers in the quest to provide service excellence
  • Work with customer service, warehouse and supply chain personnel to ensure customer fulfillment and requirements are met
  • Ensure all customer information in SAP and Salesforce is accurate
  • Collaborate with Senior Management and other department managers to ensure concerns and potential issues are communicated and resolved effectively
  • Work with site leadership and Quality and Regulatory Compliance to develop customer service initiatives and metrics to measure the goal of providing service excellence and continuous improvement
  • Continuously develop, manage and improve processes and procedures that are necessary to maintain exceptional service to our customers
  • Assess staffing needs on an ongoing basis, proactively recommend changes when justified
  • Interview, hire, and train employees; plan, assign, and direct work; appraise performance; propose reward and discipline actions; address complaints and resolve problems
  • Execute applicable Quality System processes and monitor the accuracy of service
  • Other duties as assigned

 

BASIC QUALIFICATIONS:

  • BA / BS in Business or or equivalent work experience required
  • 2 years of prior Customer Service Management experience required
  • Must have knowledge of concepts, practices and procedures of Customer Service
  • Must be proficient in MS Office including Excel, Access, Word and Outlook

 PREFERRED QUALIFICATIONS:

  • Knowledge of SAP or ERP applications preferred
  • Familiarity with FDA regulations and standards, such as ISO 9000, preferred
  • Must have a demonstrated ability to effectively communicate with supervisors, peers and employees
  • Must have the ability to handle multiple tasks, meet deadlines, and coordinate detailed information with accuracy
  • Must have strong analytical and problem-solving skills
  • Must have excellent interpersonal skills
  • Must have excellent verbal and written communication skills
  • Must be able to react to situations with a strong sense of urgency

  KEY COMPETENCIES:

  • Customer Focus
  • Dealing with Ambiguity
  • Priority Setting
  • Process Management
  • Drive for Results
  • Problem Solving

 

EEO Minorities/Females/Disability/Veterans

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Location: NORTH AMERICA : USA : TN-Memphis:IBMEMPRC - Memphis Processing Center - Covington Way