Customer Service Lead

In South Africa, we now have an opportunity available for a Customer Service Lead who will lead the Customer Service team.

The Customer Service Lead directs and oversees all business operations, processes and project management, to deliver the commercial agenda and facilitate an ambitious growth agenda. Drives a continuous improvement philosophy throughout the organisation and taking a hands-on lead in business change projects supporting the Head of Finance and Business Support in delivering scalable and sustainable growth.

You will be part of the South Africa Finance and Business Support Team and report to the Head of Finance and Business Support.

Your key responsibilities will be

• Lead the customer service team of customer service and key account support to deliver on all service challenges.
• Define, measure and monitor key SLAs / KPIs for constant improvement and root cause analysis for issues and complaints.
• Drives project excellence and governance discipline within the business.
• Analyse the “As Is” processes, identifying non-value add and waste activities to establish new best in class process architecture for Coloplast services, liaising with Supply Chain for the end delivery points.
• Act as the quality and business optimisation expert.
• Capacity planning and business model impact analysis for seasonal challenges and change projects.
• Drive continuous improvement across the business, leading projects where Customer Service and Key Accounts are involved.
• Acts closely together with Sales, Marketing, Consumer and Business Support to ensure commercial activities are aligned with business area strategies
• Be the liaison with the rest of Coloplast departments on any change initiatives that affect operations.
• Support the service and sales teams with key metrics, workload planning and process compliance.
• Support the development and delivery of the ABP commercial priorities by alignment, prioritisation and timely delivery of key activities
• Own the Business Continuity Plan, ensure robust and tested contingency plans are in place.

Professional qualifications

• On Site (JHB based)
• Bachelor’s degree or similar
• 3-5 years of Customer Service experience
• Proven experienced in process mapping / architecture
• 3 years of prior continuous improvement experience desirable
• Excellent verbal, written and numerical skills
• Highly computer literate E.G. Excel, PowerPoint, MS Project

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

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