Job Title: Customer Service Team Leader
Company: Solventum
Solventum is a new company born from the spin-off of 3M Healthcare, focusing on creating breakthrough solutions for healthcare challenges. We pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better.
We partner closely with the brightest minds in healthcare to ensure every solution we create melds the latest technology with compassion and empathy. As a Customer Service Team Leader, you will make an impact by:
* Managing our Customer Service Team in Dublin, City West, which serves our Negative Pressure Therapy Clients in United Kingdom and the Republic of Ireland.
* Ensuring our customers receive their orders as well as unit deliveries & pick-ups on time, in full and in a smart way.
* Guaranteeing the scalability of the NPWT service by continuously improving processes and systems.
* Driving the team to exceed in their service and motivating them to join you in changing towards a smarter & more value-added Customer Service department.
The Role Requires:
* Leadership of the NPWT CS UK & Ireland team in Dublin with a focus on Smart Customer Service.
* Management and coaching of assigned employees with the aim of exceeding quality and service specifications.
* Performance monitoring and evaluation of employees with a focus on Solventum & personal goals.
* Closely monitoring service levels and KPIs across all channels as well as capacity planning.
* Motivating employees to proactively contribute ideas in the sense of continuous improvement.
* Controlling processes & continuous improvement within the CS dpt and with regards to cross-departmental processes with the aim to increase customer satisfaction in a smart way.
* Serving as an information and communication interface between the team and the Customer Service Manager EMEA.
* Closing cooperation with other CS NPWT & other function departments in EMEA.
Work Arrangements:
* Hybrid Eligible (Job Duties allow for some remote work but require travel to Dublin office in line with business needs).
Requirements:
* Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
About Us:
Solventum offers many programs to help you live your best life – both physically and financially. We are committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.