Kelsius manufactures, distributes and maintains a system that wirelessly and automatically monitors the temperature and safety of all food products, both hot and cold, as well as medicines, blood samples and other temperature-sensitive pharmaceutical material.
Kelsius improves HACCP compliance, saving time, reducing risk and providing information at your fingertips.
HACCP – (Hazard Analysis and Critical Control Point) – is a systematic approach to identifying and controlling hazards that could pose a danger to the preparation of safe food or medicines.
Kelsius is now recruiting for the role of Customer Services Manager for its office in Falcarragh Co Donegal.
The successful candidate will be responsible for management the Customer Services Department and ensuring that the needs of all Kelsius customers are met.
Key Responsibilities:
• Management of the Kelsius Customer Service Department and Field Support Teams
• Overall Management of customer onboarding and ongoing support
• Respond to customer service issues in a timely manner and follow problems through to resolution
• Develop customer satisfaction goals and coordinate with the team to meet them on a constant basis
• Management of corporate accounts + all other accounts.
• Attending remote or onsite key account meetings
• Proactively identifying ‘at risk’ customers and work with them, and various other internal stakeholders, to ensure they avail of all the benefits the system has to offer
• Management of key trials to ensure the best outcome for the company
• Analysis of call centre tickets and reporting issues to senior management
• Management of staff annual leave, sick days and overtime
• Managing the recruitment, development and appraisal of staff
• Ensure that existing staff and new staff are fully trained to deal with incoming queries
• Create effective customer service procedures, policies, and standards
• Have regular video 1 on 1s with all your direct reports once a week
• Delegate work to employees, track progress and provide constructive feedback
• Weekly Management meeting KPI’s and Board KPI’s
• Hosting weekly team meetings with each of the sub departments.
• Hosting weekly Customer Service KPI review meetings
Skills & Experience Required:
• Minimum of 5 Years in a Customer Service Manager position
• Have strong organizational skills and demonstrate a good attention to detail
• Successful track record creating, implementing, and maintaining processes
• Support a “can do” culture in terms of responding to customer needs
• Highly driven with enthusiasm to meet targets and to cope under demanding pressure
• Self-motivated, flexible and adaptable
• Passionate about giving the best and most helpful advice and guidance to customers
• Excellent presentation, organizational, and communication skills
• Knowledge of Salesforce an advantage
• Demonstrate excellent attention to detail
Contact Details: If you are interested in applying for this job and would like more information, please contact paul.gallagher@kelsius.com
