Customer Service Team Lead

hace 2 semanas

Barcelona, Barcelona, España Centrient Pharmaceuticals A tiempo completo
Job Title: Regional Customer Service Agent Team Lead

Centrient Pharmaceuticals is a leading manufacturer of beta-lactam antibiotics and a provider of next-generation statins and anti-fungals. We are seeking a highly skilled and experienced Regional Customer Service Agent Team Lead to join our team in Barcelona.

Job Summary:

The Regional Customer Service Agent Team Lead will be responsible for leading the customer service teams within the assigned region and managing the order-to-cash process. This role will ensure fast and reliable order fulfillment for customers in the assigned region. The successful candidate will have a strong background in customer service, leadership, and team management.

Key Responsibilities:
  • Responsible for End-to-End Order Life Cycle for assigned accounts
  • Leading Customer Service team on day-to-day issues and leading daily meetings
  • Resolving escalated customer issues
  • Managing team performance, training, and workload
  • Motivating the customer service team to meet goals
  • Creating reports for the director of customer services
  • Setting objectives and conducting team member's annual reviews
  • Leading continuous improvement initiatives and working to improve credits, queries, and targets
  • Working with other members of the Sales, Franchise, Logistics, and Operations teams to identify issues, propose solutions, and participate in projects to contribute to operational and sales efficiency
  • Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process
  • Responsible for meeting all KPIs related to customer segmentation within the assigned region
Requirements:
  • Minimum High School Diploma or equivalent
  • 5+ years of experience in sales and/or call center within a business-to-business environment
  • Experience of customer service at supervisor level
  • Experience of managing people and leadership
  • Experience liaising with an internal distribution department to ensure the product's delivery to the customer would be an advantage
  • Experience of liaising with customers/internal departments located internationally would be an advantage
  • Fluent in English language equivalent to upper intermediate level B.2, plus fluency in language(s) required to operate in the region
  • MS Office – MRP system SAP
  • Demonstrable track record of taking on extra responsibility
  • Strong communication skills, including active listening and clear articulation
  • Ability to solve problems, alleviate conflicts, and escalate tactfully
  • Ability to multitask, manage time, and prioritize
  • Ability to work individually and as a team member
  • Strong administrative and organizational skills
  • Ability to manage team performance, training, and workload
What We Offer:

We offer a local contract in a challenging, comprehensive, operational environment, with many opportunities for personal input and growth and plenty of discussions with other professionals. The organization is very flat, and you have a lot of freedom and responsibility in an open, direct, and informal atmosphere.

We invite you to submit your application via the 'apply' button and upload your CV & cover letter in English. We also ask you to include information on your current remuneration. Only applications with CV and Cover Letter will be considered.

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