Customer Service Manager

Rayner is a leading developer and manufacturer of ophthalmic implants and pharmaceuticals with global headquarters in Worthing, UK. We specialize in the design and manufacture of intraocular lenses (IOLs) and related products, such as OVDs and pharmaceuticals used in cataract and refractive surgery. Since the manufacture of the world’s first IOL by Rayner in 1949, we have continuously pioneered IOL design with a goal of improving vision and restoring sight worldwide. The first ever FDA- approved IOL was a Rayner lens. Today, over 26 million IOLs are implanted around the world every year, and it is globally the most performed elective surgical procedure. Our mission is simple: to deliver excellent visual outcomes for patients and surgeons.

Since Rayner was founded in 1910, we have established a reputation for innovation and product excellence. Rayner has over 400 employees in the UK, Germany, Austria, Switzerland, Spain, Portugal, Italy, US, Canada, Malaysia and India.

Purpose of the Role / Key activities and accountabilities

• Implement customer service procedures, policies and best practice standards in line with global customer service practices.
• Recruit and train the local team using direct sourcing or low cost recruitment channels.
• Develop and implement SLA’s and department KPI’s to manage team performance.
• Overall responsibility to ensure orders are processed accurately and efficiently according to business and commercial priorities.
• Manage the order processing/dispatch process to ensure that orders are prioritized, processed and dispatched within required timescales.
• Ensure feedback and complaints procedures for customers are recorded in line with company policy
• Main point of contact for customer service related matters and escalations for UK and IE
• Act as intermediary between customers and other areas of the business as required
• Challenge, drive and support, continuous improvement and participate in user assisted testing of key projects as required.
• Plan the workload and activities of the CS team to ensure SLA’s and KPI’s are met
• Ensure performance and development opportunities of the team are managed. Ensure regular coaching and feedback, 1:1’s and performance reviews
• Carry out daily briefings and regular team meetings for the whole team
• Lead key meetings. Monitor the order processing to ensure that there are no unnecessary delays to our customers’ orders to achieve our monthly sales targets.
• Provide training and coaching as required to customer service team.
• Deal with performance issues in line with HR and Rayner policy
• Provide administrative support, direct communication with our customers and field staff, giving updates on orders and delivery’s/returns.
• Preparing complex paperwork for export orders, supporting team leaders as required.
• Support Finance and Sales team in actual sales figures, quarterly reporting and compliance.
• Support Finance ensuring customer invoice payments made on time.
• Maintain accurate records of legal documents sent by County Manager, regarding Customer Support
• Update CRM/ERP and ensure accurate customer master data.
• Applying local Data Protection and Money Laundering policies as per local regulations.
• Perform daily invoicing activities to ensure invoices are produced accurately and sent in a timely manner to customers with overdue debts
• Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

Values

• Ambition: We play to win.
• Focus: We put patients first.
• Integrity: We keep our promises.
• Openness: We are passionate about new ideas.
• Respect: We support each other.

Core and role specific competencies

• Proactive customer focus approach
• Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality
• Excellent written and verbal communication skills are essential.
• Strong organizational skills
• Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.
• Good problems solving skills with logical approach.
• Able to present information clearly and concisely.
• Able to work to performance target.
• Organized/Methodical/Rigorous
• Team spirit

Qualifications/ Training/Experience

Essential

• Strong Customer service (senior profile) experience required (3 years minimum)
• Motivational skills and ability to supervise and lead a team
• Able to work well under pressure
• Able to work on own initiative, self-starter and as part of a team.
• Ability to work to tight deadlines with accuracy and detail.
• Strong Excel skills
• Able to communicate verbally and in writing in local language and English

Desirable

• Experience dealing with imported goods
• Proven track record in a customer service role in medical devices
• Graduate with an ambition to build a career in an innovative medical device company.
• Knowledge of ERP systems
• Knowledge of Data protection, Cyber security, and anti-money laundering policies

Job Type: Full-time

Schedule:

• Monday to Friday

Work Location: One location