The
Customer Service Team Lead acts as a member of the leadership team within the Customer Service Department and effectively supports the Customer Service Manager through coaching, problem solving and process improvement. The Team Lead works as a liaison between various internal and external customers. Is responsible for a variety of sales support and order processing functions to facilitate business objectives. The Customer Service Team Lead is responsible for ensuring on-going compliance with procedures, implementing continuous improvement, assessing employee productivity, and quality by providing guidance and training daily.
Direct Reports: 9 FTEs
Key Areas Of Accountability
- Supervise and support Customer Service APAC Team in day-to-day operations
- Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Provide productivity feedback and coaching on a regular basis to each team member
- Investigate issues and recommend solutions to management as necessary regarding order problems, customer issues or any area of concern
- Create, update and implement job related SOPs
- Provide support for team representatives in problem solving and general information
- Act as support and backup for Customer Service Manager
- Represent department as needed at meetings
- Provide direction for Training and Skill Development plans for all employees in department
- Communicate proactively with internal and external customers in a professional, positive and courteous manner
- Work with Customer Service Manager to ensure that accurate customer information is maintained in SAP
- Stay current with any account changes in contact information, inventory requirements, order requirements, etc.
- Execute applicable Quality System processes and monitor the accuracy of service provided
- Keep Manager informed of all changes, issues and potential concerns of customer accounts
- Keep up to date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
- Support Sarbanes Oxley (SOX) compliance
- Other duties as assigned
Job Specification
- Must be proficient in MS Office including Excel, Word and Outlook
- Proficiency in an ERP System (preferably SAP)
- Experience handling tasks where attention to detail is critical to success
- Experience of shipping, domestic and export traffic terms, documentation and procedures.
- Thorough understanding of Customs regulations and Export controls
- Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
- Experience auditing documents and project requirements.
- Knowledge and comprehension of basic contract terms and conditions
- Must be able to communicate professionally, verbally and in writing
- Must be able to work independently and on a team
- Must be able to react to situations with a strong sense of urgency
Knowledge & Experience
- Must have a customer service background, preferably in the healthcare industry
- Order Management / Fulfillment experience is required
- 1-2 years supervisory experience in a customer service environment a plus
- Knowledge of SAP or ERP applications required
Competencies Required
- Must be proficient in MS Word, Excel and Outlook intermediate to advance skill level
- Must have good keyboarding and typing skills
- Must have excellent interpersonal skills
- Must be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
- Must be able to effectively collaborate with others
- Must be able to work independently and on a team
- Must be able to work effectively in a fast-paced environment with shifting priorities
- Must have excellent verbal and written skills
Minimum Qualification
- Graduate of any 4-year course or equivalent
