Customer Service Team Lead Specialist

hace 17 horas


Barcelona, Barcelona, España Centrient Pharmaceuticals A tiempo completo
Job Description

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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