Customer Service Excellence Executive

About Teleflex:

Teleflex is a global provider of clinically effective medical technologies designed to improve the health and quality of people’s lives. We apply purpose driven innovation – a relentless pursuit of identifying unmet clinical needs – to benefit patients and healthcare providers. Our portfolio is diverse, with solutions in the fields of vascular and interventional access, interventional cardiology, surgical, anesthesia, cardiac care, interventional urology, urology, emergency medicine and respiratory care. Teleflex employees worldwide are united in the understanding that what we do every day makes a difference. For more information, please visit teleflex.com.

This position is responsible for reviewing, analysing, and monitoring the quality aspect of the Customer Service processes in support of the departmental quality goals, aimed at driving an exceptional Customer Experience. This position will also support accurate maintenance of the Customer Service quality procedures.

• Implement a quality review process utilising CRM, Contact Centre and Work Force Optimisation system functionality within Customer Service aimed at improving the Customer Experience.
• Perform regular quality reviews on customer interactions (orders, phone and email contacts) and transactional processes to support Customer Service in achieving their quality goals.
• Collaborate with the Training Executive, Team Leads and Managers to ensure effective communication exists in relation to training and improving the Customer Experience.
• Develop quality reporting capabilities for Customer Service establishing KPI’s that enable us to measure and improve the Customer Experience. Establish and maintain effective trending measures, identifying process improvement areas to support feedback and training.
• Actively support the Training Executive in providing training and coaching to Customer Service where applicable.
• Identify knowledge and process gaps within the order to cash process to proactively develop solutions to support the continuous improvement of our Customer Experience.
• Provide data to support coaching opportunities within Customer Service.
• Ensure alignment of the Customer Service processes to the Quality Management System, by ensuring procedures are correctly maintained and are adhered to and act as an SME for audit support.
• Serve as a mentor and knowledge resource for Customer Service, supporting process related queries.
• Review country specific tasks to build alignment across teams where possible.
• Other duties or involvement in special projects as needed.

• Bachelor’s degree in Business or other relevant 3rd level qualification or equivalent combination of education and experience required.
• A number of years’ experience of working in a fast-paced Customer Service environment preferably within a multinational environment.
• SAP experience desirable.
• Previous training experience desirable.
• Attention to detail is paramount.
• Quality focused with a strong drive to deliver exceptional Customer Service.
• Ability to work independently and display initiative in problem solving.
• Excellent communication, presentation and strong interpersonal skills are required.
• Good decision maker with strong analytical skills.
• Ability to track department metrics and communicate trends.
• Strong time management and comfortable working to strict deadlines.

Key Relationships / Interfaces:

• EMEA Customer Service Organisation
• EMEA Commercial Teams and Business Units
• Global Operations Team
• EMEA HQ Support functions (HR, IT, Finance, Legal, etc.)
• Master Data Team

Behaviours/Values:

• Self-driven and ability to work independently and/or as a team player.
• Approachable and enthusiastic. Flexible and adaptable.
• Good organisational skills with cultural awareness and sensitivity.
• Coaching/mentoring skills.
• Good judgement and problem-solving ability.
• Strong collaboration and influencing skills – both internally and externally.
• Excellent communication skills – both written and verbal.
• Goal orientated for customer and business objectives.