Our Client is a medical device manufacturing company and is looking for a Customer Service & Sales Manager to be responsible for all based customers and the sales team. The main objective of this role is to ensure development of customer service towards reaching relevant group Customer Service KPI targets. You will work closely with the Customer Service Team, to ensure efficient processes, system usage and alignment in ways of working across the Group and with the Customer Service Manager in Holland, to ensure operational improvements.

Main Responsibilities:

• The Customer Service & Sales Manager is responsible for the daily activities of the customer service team
• Provide daily leadership to the team to meet & exceed business targets,
• Planning at a tactical level to ensure mid-term clarity of direction,
• Understand our KPIs, analyse, plan and implement actions to improve Customer Service KPI’s,
• Build & develop the team towards constant improvements on quality and productivity KPIs,
• Ensure agents receive the training needed to meet the overall KPI's and their individual targets,
• Ensure suggestions to improve systems, processes, training and communication is provided to Customer Service Support
• Initiating and maintaining a good working relationship with key stakeholders to improve processes that affect customer satisfaction or streamline business processes,
• Ensure a high level of communication with key stakeholders,
• Ensure a high level of motivation amongst team leaders and agents to manage employeeretention and satisfaction.

Your profile:

• Bachelor’s in Management, Business Administration, Marketing or equivalent,
  Proficient in Portuguese and English,
• Have to show analytical ability from previous roles in improving the department KPIs,
• Detail and Process orientated,
• Autonomous & flexible,
• Customer & solution oriented,
• Organized and ability to organize your own work load in balance with the direct team and ongoing projects
• Ability to collaborate with mid and senior management across the business,
• Ability to think holistic and take holistic decisions, based on what is best for the business overall,
• Ability to motivate & coach the team to consistently improve customer service KPI’s,
• Ability to multitask & work independently on tasks under high time pressure,
• Ability to work in a fast-paced environment,
• Develop action plans, initiate, and employ training/development programs and assignments to further enhance technical skills and overall competencies of team members
• Enthusiastic personality, with capability to communicate in an open and direct way.