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Customer Service Team Lead
hace 2 meses
**About Us**
Centrient Pharmaceuticals is a leading manufacturer of essential medicines, committed to quality, reliability, and sustainability. Our team of over 2200 employees works tirelessly to meet the needs of our customers, striving for a sustainable future in the fight against antimicrobial resistance.
**Our Company**
We have a rich history, dating back 150 years as the 'Nederlandsche Gist- en Spiritusfabriek', now known as Gist Brocades. Headquartered in Rotterdam, Netherlands, we have a global presence with production facilities and sales offices in China, India, Spain, the United States, and Mexico. Our company is wholly owned by Bain Capital Private Equity, a leading global private investment firm.
**The Role**
We are seeking a highly skilled **Regional Customer Service Agent Team Lead** to join our Commercial / Customer Service department in Barcelona. As a hands-on team leader, you will be responsible for leading the customer service teams within the assigned region and managing the order-to-cash process. Your primary goal will be to ensure fast and reliable order fulfillment for customers in the assigned region.
**Key Responsibilities**
- Responsible for the end-to-end order life cycle for assigned accounts, ensuring timely and accurate order processing.
- Lead the customer service team on day-to-day issues, conducting daily meetings and collaborating with internal teams.
- Resolve escalated customer issues, providing timely and effective solutions.
- Manage team performance, training, and workload, motivating the team to meet goals.
- Create reports for the director of customer services, setting objectives and conducting team members' annual reviews.
- Lead continuous improvement initiatives, working to improve credits, queries, and targets.
- Collaborate with other teams, including Sales, Franchise, Logistics, and Operations, to identify issues and propose solutions.
- Promote a coordinated approach within the Customer Services team, providing cover for other team members in their absence.
- Build close relationships with internal and external contacts to improve information flow and the order process.
- Meet all KPIs related to customer segmentation within the assigned region.
