Customer Service Team Lead Specialist
hace 17 horas
We are seeking a highly skilled Regional Customer Service Agent Team Lead to join our team at Centrient Pharmaceuticals. This is a fantastic opportunity for an experienced customer service professional to take on a leadership role and drive success in our Commercial / Customer Service department.
In this role, you will be responsible for leading the customer service teams within the assigned region and managing the order-to-cash process. You will ensure fast and reliable order fulfillment for customers in the assigned region, providing exceptional customer service and support. Additionally, you will manage the day-to-day running of a team of Customer Service Representatives, ensuring coverage and support.
You will report to the Global Customer Service Director and be responsible for:
- End-to-End Order Life Cycle: Accountable for End-to-End Order Life Cycle for assigned accounts (PFI, Confirmation, Order Booking, Cleaning, Dispatch, and Documentation).
- Team Leadership: Leading Customer Service team on day-to-day issues and leading daily meetings - collaborating with internal teams.
- Escalated Customer Issues: Resolving escalated customer issues.
- Team Performance Management: Managing team performance, training, and workload.
- Motivation and Goal Setting: Motivating the customer service team to meet goal.
- Reporting: Creating reports for the director of customer services.
- Objectives and Reviews: Setting objectives and conducting team member's annual reviews.
- Continuous Improvement: Leading continuous improvement initiatives and working to improve credits, queries and targets.
- Cross-functional Collaboration: 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.
- Relationship Building: Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
- KPIs: Responsible for meeting all KPIs related to customer segmentation within the assigned region.
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