Customer Service Manager

GN Hearing
Sydney - Australia
Published: October 11, 2018
• Full time position
• Based in Macquarie Park, Sydney

An exciting opportunity has become available for an experienced Customer Service Manager to lead and execute the Customer Service Strategy for GN Australia.

Reporting to the General Manager ANZ, and acting as a member of the senior leadership team, the Customer Service Manager will be responsible for developing and implementing both short- and long-term plans and objectives for the customer service function, ensuring the team’s outputs are aligned to GN’s strategic goals.

The role

As the Customer Service Manager you will:

• Lead a team of approximately 8-10 Customer Service, Order Entry and Technical Support Officers, and be responsible for building a cohesive, high performing Customer Excellence Team, taking a hands-on role in all people-related activities, including resource allocation, talent acquisition, performance management, team building, coaching and development.
• Utilise your deep knowledge of customer service and your passion for continual improvement to identify and implement ways to improve our systems and processes to ensure an exceptional customer experience in line with industry best practice
• Utilise your exceptional communication skills to build a strong internal network, and work proactively and collaboratively with other departments and members of the senior leadership team, ensuring an effective and timely transfer of information to ensure we meet/exceed our customers’ expectations
• Develop and maintain tools that enable us to measure performance against internal KPIs and industry best practice, ensuring continuous improvement of customer satisfaction scores on customer support related services
• Utilise data to prepare and present reports and make recommendations in relation to the customer service function
• Lead the team in the delivery of the day-to-day customer service activities, including order entry, order management, customer calls and technical support – ensuring daily outputs meet/exceed internal KPIs and customer expectations
• Support the local maintenance of the company’s CRM system, SFDC and related EDI functionality with key customer accounts.
• Effectively manage department costs within an agreed budget
• Act as a role model by living the GN Values and Leadership Principles.

The ideal candidate

• An experienced and passionate people leader with proven ability as a reliable and motivating manager who can set a clear direction and is not afraid to get hands-on.
• Demonstrated success in a senior role managing a large team within a customer service environment – preferably within pharmaceutical or medical devices and an ISO Quality Management System
• Proven track record of stabilising and delivering outstanding customer satisfaction by simplifying and developing efficient and effective processes
• Supply chain management knowledge/experience within tech devices
• A confident communicator with strong interpersonal skills and a positive, “can-do” attitude
• The ability to develop, communicate and execute operational and strategic plans
• Strong analytical, process management and planning skills.
• Competent in the use of SFDC (
• Competent in the use of Navision
• Competent in the use of MS Office programs (Excel, Word, Outlook, PowerPoint)
• Master’s degree in business administration or other areas commercially relevant to the med-tech industry.
• Ability to occasionally travel nationally (to meet customers) and internationally (for best practice sharing)

Would you like to know more?

To apply, use the ‘APPLY’ link no later than 31st October.
If you want to know more about the position, you are welcome to contact HR Manager ANZ , Michelle Guirreri on + +61 2 9111 5502.

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