Customer Service Team Lead - Distributors

About HOYA Surgical Optics (HSO)

HOYA Surgical Optics (HSO) is the globally leading Preloaded Intraocular Lens (IOL) focused company that provides technologies and solutions that exceed expectations, enabling ophthalmic surgeons to focus on restoring sight. We are dedicated to improving the vision and quality of life for millions of people suffering from cataract, and helping them celebrate life visually.

HSO empowers cataract surgeons all over the world with innovative ophthalmic devices and services, with an attention to detail that helps them achieve better surgical outcomes and better practice results. Our commitment to delivering these results is grounded upon a quality management system that is continuously improving to meet changing global regulatory requirements and our entrepreneurial drive to be the brand of first choice.

At HSO, People is the key factor to our success. We aim to create a conducive work environment for our employees around the globe, and to promote an inclusive culture based on our core values – Excellence, Passion, Innovative, Collaboration, and Accountability.

HSO way of working

In fulfilling our roles, we are

• Accountable for our own capabilities and development,
• Focused on delivering results without excuses, and
• Alive to the sensitivities, risk, and impact we have on others and work in a way that helps others do their work effectively.

We are looking for people who

• See beyond themselves and are impact-focused,
• Consider the needs, challenges, and objectives of every person with whom they interact, and
• Exhibit positive reinforcement to help others succeed.

About the role

Works closely with and have impact on: Supply Chain Management, Commercial, Finance, Quality Assurance, Regulatory Affairs, Logistics, Customer Service Germany and Austria and France, Procurement

Reports to: Customer Service Manager EMEA

Function: Supply Chain Management

Work Location/Site: Frankfurt am Main

Role Overview

The Customer Service Team Leader is a business oriented “working Manager” in charge of building a customer centric culture and a performing team, to ensure an outstanding service to our distributor partners in the EMEA region. Together with the Local Sales Manager, you will actively participate to the development of our activity in the area while ensuring an optimized turnover. 

In this evolving role, you will manage 3 Customer Service Representatives (CSR).

Duties and Responsibilities

Team Supervision

• Bring the team together
• Coordinate the work of the customer service team Distributors to ensure “Best in class service”,
• Develop and coach the customer service team members Distributors
• Review and optimize the team results.
• Proactively follow-up projects with customers and sales.
• Check daily reports and act accordingly 

Administrative Tasks

• Follow up Sales price clarifications in case of changes using existing approval workflows
• Creation of daily or monthly invoice and credit notes
• Maintain customer data including comprehensive logistics/shipping work instructions
• Handling and support of complaints and registrations
• Review, document and improve the existing order and supply processes to distributors

Order Fulfilment

• Process and follow-up incoming Global Distribution Sales (GDS) orders accurately and in a timely manner
• Cooperate closely with the cross functional departments Procurement, Supply Chain, Logistics, Quality, Compliance to ensure reliable order fulfilment
• Process all necessary export and shipment related documents
• Liaise occasionally with suppliers in case of drop shipments
• Coordinate shipment to customers – Liaise with the warehouse/ carrier if necessary
• Coordinate “drop shipments” with 3rd party suppliers

Requirements

Experience

• Experience in dealing with cross functional peers and sales partners
• Curiosity and affinity with technical and business matters,
• Strong verbal and written communication skills,
• Proven Team management & Leadership skills,
• Excellent administrative & IT skills (ERP, Microsoft package)– Microsoft Dynamic 365 is a plus

Skills/Accreditations

• Fluency in English is mandatory for the role, German and any other European language will be a plus
• Organisational talent
• Time management
• Entrepreneurial thinking
• Ability to work under pressure
• Proactivity
• High Standard of work delivery
• Self-awareness and good work ethics
• Strong communication and interpersonal as well as intercutural skills
• High customer focus

Academic Qualifications

• At least bachelor's degree/level
• a minimum experience of 7 years in managing a customer service team in an international B-to-B in the industrial or medical sector,
• a proven track records of providing an excellent customer service
• demonstrated ability to drive organizational change and deliver positive results in customer service
• A solid knowledge in export processing

Travel requirements

• <10%