Medtronic Customer Service Team Supervisor with German in Warsaw, Poland
Customer Service Team Supervisor with German
Warsaw, Mazowieckie, Poland
Sep 14, 2017
Customer CareTeam Supervisor with German
Careers that Change Lives
Main purpose of the job is to ensure day-to-day performance through direct supervision of the CS Shared Service Representatives. Make sure the team is at the highest performing standards by taking the responsibility and leading them for goal setting, training developing, performance management. The Supervisor SSC has a strong focus on quality assurance, customer satisfaction and performance metrics by executing on the existing plan as well as designing and implementing processes to improve efficiencies while ensuring all compliance are being strictly adhered.
A Day in the Life
We offer you a position where you will be responsible for:
Responsible for CS SharedService direct team performance of various therapies / countries and forthe service provided to customers
Responsible for teammanagement:
workforce organization andoverall communication
people management (performanceassessment, hiring, conflict management)
responsible for teamdevelopment (development plan, training and coaching)
Make sure SLA’s are up to date,fulfilled set priorities
Monitor daily reportsKPI, analyze trends, identify root causes and deploy corrective actions ifneeded
Identify process improvementopportunities and lead the team to implement improvements together with FOmanagement SSC Experts
Develop and maintaintrustworthy relationship with all stakeholders (e.g. the CS FO Management,other functions and teams like Pricing, Inventory, OTD)
Serve as a preferred point ofcontact having the knowledge of all regulations/department standards, toolsand operating guidelines, and as first line of escalation for internal andexternal customers
Possesses extensive knowledgeon processes, tools or Business Unit requirements for specific market
Responsible for safe guardingthe documentation, performance and corporate quality standards
Support Ad Hoc requests
Take the lead and/or contributeto projects
Englishlanguage skills at B2 level: spoken and written
B2 levelin German
Businessacumen (e.g. customer care, shared service, medical industry)
Systemminded: MS package/ SAP system/ CISCO tools/ and FSCM
Solidknowledge of MDT processes, organization, tools incl. MOS methodology, productsethical standards
Min. 3years’ work experience
Experienceof working in multicultural environment is an advantage
Experiencein managerial role is an asset
In-depthknowledge of a country process is an asset
Demonstratedability to work in cross functional teams
Strong organization and timemanagement skills
Ability to manage multiplepriorities and delegate when needed
Possesses excellent writtenoral communication skills
Understanding customer needs isa must (customer focus)
PossessesPeople management skills (considerable use of tact, diplomacy)
Ability to cope with stressfulsituation
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.
We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.
Let’s work together to address universal healthcare needs and improve patients’ lives.Help us shape the
Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.
Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.