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
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.