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- Tasks: Lead our call centre and order management team, ensuring top-notch customer service.
- Company: Join Werfen, a global leader in healthcare with over 7,000 employees across 30 countries.
- Benefits: Enjoy opportunities for constant learning, career growth, and a diverse workplace culture.
- Why this job: Be part of a dynamic team that values customer satisfaction and teamwork in a fast-paced environment.
- Qualifications: Bachelor's degree or equivalent experience; 6 years in customer service, leadership skills required.
- Other info: Fluency in English is essential; French is a plus. Occasional travel may be needed.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Service Manager leads our call center and order management team for our division in North America (US and Canada). The role responds within the Client Services organization and develops and implements systems and procedures to ensure effective customer service administration and field support. Acts as liaison with field sales, customers, and internal departments. Supervises the performance of the call center operators (front office) and the order management team (back office).
Responsibilities
Key Accountabilities
- Manage daily workflow within the customer service department, including the call center and order management team
- Respond to complex customer inquiries and serve as an escalation reference
- Create and track customer service goals, generate detailed reports on customer interactions and order management metrics, analyze statistics, and compile accurate reports for upper management
- Develop and implement service procedures, policies, and standards for call center and order management operations
- Monitor workloads and reassign responsibilities during peak hours or staff shortages to maintain response times
- Supervise, mentor, and develop customer service representatives and team leaders, providing upskilling opportunities
- Recruit, hire, and onboard new customer service employees
- Perform other duties as assigned
Networking/Key Relationships
- Other Client Services Teams
- Finance
- Legal/Compliance
- Operations & Manufacturing
- Marketing
- HR
Qualifications
Minimum Knowledge & Experience:
- Bachelor\’s degree in Business Administration, Finance, or a related field, or equivalent experience
- Minimum 6 years of related experience in Customer Service environment; experience in Finance/Operations is preferred; prior experience as a Customer Service Manager or Supervisor
- Proficiency in Microsoft Office (Word, PowerPoint, Excel); knowledge of SAP ERP is preferred; experience with CRM software and data analysis tools
- Excellent verbal and written communication skills; fluency in English; French is a plus
Skills & Capabilities
- Leadership and team management abilities
- Problem-solving with a focus on customer satisfaction
- Ability to work collaboratively across departments
- Adaptability and effective management in a fast-paced environment
- Decision-making and conflict resolution skills
- Flexibility and resilience
Travel Requirements
Occasional travel may be required.
If you are interested in constant learning and daily challenges, we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer committed to diversity. We prohibit unlawful discrimination, harassment, or retaliation based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin, age, disability, veteran status, or any other protected characteristic. For accommodations in the application process, please contact us.
We operate in over 30 countries, with revenues around $2 billion and more than 7,000 employees worldwide.
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Customer Service Manager employer: Werfen
Contact Detail:
Werfen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Make sure to highlight your leadership experience in customer service roles. Since the position requires managing a team, showcasing specific examples of how you've successfully led teams or improved performance will set you apart.
✨Tip Number 2
Familiarise yourself with common customer service metrics and reporting tools. Being able to discuss how you've used data analysis to drive improvements in customer satisfaction can demonstrate your analytical skills and understanding of the role.
✨Tip Number 3
Network with professionals in the customer service field, especially those who have experience in finance or operations. Engaging with them can provide insights into the industry and may even lead to referrals or recommendations.
✨Tip Number 4
Prepare for potential interview questions by thinking about scenarios where you've resolved conflicts or made decisions under pressure. This role requires strong problem-solving skills, so having concrete examples ready will help you shine during the interview.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Emphasise your leadership skills, problem-solving abilities, and any specific achievements that demonstrate your capability to manage a call centre and order management team.
Craft a Compelling Cover Letter: In your cover letter, address the key responsibilities mentioned in the job description. Explain how your background aligns with their needs, particularly your experience in developing service procedures and managing teams.
Showcase Relevant Skills: Clearly outline your proficiency in Microsoft Office and any experience with SAP ERP or CRM software. Mention your analytical skills and ability to generate reports, as these are crucial for the role.
Highlight Communication Abilities: Since excellent verbal and written communication skills are essential, provide examples of how you've effectively communicated with customers and internal teams in past roles. If you speak French, be sure to mention this as an added advantage.
How to prepare for a job interview at Werfen
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and developing team members.
✨Understand the Company’s Customer Service Philosophy
Research the company's approach to customer service. Be ready to discuss how your values align with theirs and how you can contribute to enhancing their customer service standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer inquiries. Think of specific situations where you resolved conflicts or improved customer satisfaction.
✨Familiarise Yourself with Relevant Tools
Since proficiency in Microsoft Office and knowledge of CRM software is essential, brush up on these tools. Be prepared to discuss how you've used data analysis to drive improvements in customer service.
