Customer Service Team Lead

hace 4 días

Barcelona, Barcelona, España Centrient Pharmaceuticals A tiempo completo

Job Summary

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

Key Responsibilities

  • Lead the customer service teams within the assigned region and manage the order-to-cash process, ensuring fast and reliable order fulfilment for customers in the assigned region.
  • Provide customer service for the assigned region and manage the day-to-day running of a team of customer service representatives, ensuring coverage and support.
  • Responsible for end-to-end order life cycle for assigned accounts, including PFI, confirmation, order booking, cleaning, dispatch, and documentation.
  • Lead customer service team on day-to-day issues and lead daily meetings, collaborating with internal teams.
  • Resolve escalated customer issues and manage team performance, training, and workload.
  • Motivate the customer service team to meet goals and create reports for the director of customer services.
  • Set objectives and conduct team members' annual reviews, leading continuous improvement initiatives and working to improve credits, queries, and targets.
  • Work 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.
  • Promote a coordinated approach within the customer services team and provide cover for other team members in their absence.
  • Build 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.

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