Operations Manager - Asia

at  Device Technologies Australia

ABOUT US…

Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.
Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

ABOUT YOU…

At Device Technologies, we succeed through our commitment to four key values:
Delivering Innovation – We encourage and reward fresh ideas and are committed to supporting our people to make change.
Seeking Collaboration – We support each other in our combined mission to help others achieve their goals.
Taking Ownership – We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.
Practising Good Business – Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.
Our ideal candidate for this role aligns with these values.

EXPERIENCE REQUIRED

• With at least 8 years working experience with 3-5 years in a leadership role managing Customer Service operations
• Excellent communication and interpersonal skills
• Self-starter with positive attitude
• Understanding of Device Technologies policies and procedures including any vaccination and background checks in line with your role and responsibilities.
• Proven success in driving customer centric engagement strategies;
• Strong understanding of how to create and deliver strategy that is personalized, predictive, continuous and timely;
• Relevant experience in B2B customer strategy in a distribution organization, exposure to medical devices desirable;
• Superior stakeholder and influencing skills;
• Lead change and balance new creative ways of working with practical daily rituals;
• Strong planning capability coupled with significant change management leadership experience;
• Strong background in developing solutions to optimize Customer Service costs and service levels.
• Proven people leadership/management experience, ideally gained in a customer service/operations environment
• Proven experience of leading, motivating and coaching teams
• Ability to exercise sound judgement when solving problems under pressure

Key Responsibilities:

• Lead the development of comprehensive customer service policies and strategies for both existing and new customers, ensuring alignment with organizational objectives and industry best practices.
• Drive the transformation of traditional customer service practices towards a customer-centric and service-oriented engagement model, leveraging innovative technologies and processes to enhance the overall customer experience.
• Design, develop and execute the customer service engagement strategy.
• Identifying key touchpoints in the customer journey and implementing feedback mechanisms to drive continuous improvement, benchmarking against industry standards and implementing best practices.
• Deliver quality presentations on a quarterly basis to showcase trends and insights for decision-making and strategic planning.
• Initiate system improvements by gathering requirements, test scenarios and supporting the successful testing for implementation.
• Represent Customer Service on key customer facing initiatives.
• Liaising with sales teams, logistics department and warehouses (3PL) to provide relevant information for fulfilment of customer orders/enquiries.
• Handling of calls, enquiries, back order status and pricing discrepancies whilst always striving for a first point of call resolution and a service excellence experience. As well as covering team members when absent and have heavy load.
• Accurate and timely processing of customer orders, returns and credits. Investigate customer account disputes and arrange credits as required to maintain customer satisfaction.
• Record the receipt of goods and service related to non-stock purchases and ensured supplied in accordance with PO.
• Action all inbound emails and faxes. Investigate customer enquiries and respond to customer requests