Overview

Job Summary
The Customer Service Team Lead is an entry level functional mangement role responsible for performing the responsibilities of a Customer Service Coordinator in addition to providing leadership, administrative and business support to department management. This includes direct supervision and coaching of assigned staff members, providing training and coaching, and serving as an escalation point for complex customer service needs.

Responsibilities

Key Accountabilities

Coordinates team schedules and performance, ensures equal distribution and workload and activities are performed in agreement with SOPs, Job Aids, QM documents and

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within department KPis.

Coordinates training for new team members.

Provides operational guidance to the team and feedback to Manager, Supervisor or designee, to maximize productivity, team development, and achieve department goals.

Serves as a role model to the team, fostering Werfen values, effectively communicates productivity and service levels to Manager, Supervisor or designee, as well as personnel performances.

Acts as first level escalation, participates in meetings relevant to the activity assigned with other departments and providing feedback to Manager, Supervisor or designee.

Effectively communicates with the Supevisor and Manager to identify continuous improvement initiatives that will increase efficiency in the team, increase customer and field sevice satisfaction, and enhance our reputation for quality customer service.

Assists the Customer Service Coordinators (I, II & Senior) with order processing and other customer service functions as needed, providing training and guidelines.

Performs all functions related to order processing and post order adminstration for adesignated area or set of customers.

Provides performance reporting and analysis to management as requested.

Other duties as assigned.

Networking/Key Relationships

Other Client Services Teams as needed (such as: Service Coordinators, Instrument Coordinators,Pricing Coordinators)
Technical Support
Commercial Operations
Field Service
Applications
Warehouse/Operations
Finance
HR

Qualifications

Minimum Knowledge & Experience required for the position:

Associate's Degree in Business or related field experience required. Bachelor's Degree in Business Administration, Finance, or related field preferred, or equivalent experience.
Minimum 6 years related experience in Customer Service environment and/or Finance preferred.
Prior Experience as Customer Service Coordinator II required.

Skills & Capabilities:

Strong understanding of functions within the Customer Service group.
Ability to identify, analyze, and solve problems.
Must be able to work in a fast-paced environment, be able to prioritize projects and multi-task effectively for business needs.
Ability to thrive in a fast-paced environment while maintaining strong attention to detail.
Proven strong problem solving and analytical skills.
Excellent written and verbal communication skills. Demonstrated presentation and public speaking skills.
Proven strong interpersonal skills and emotional intelligence; ability to manage customer issues, build relationships and cooperate with internal and external customers.
Ability to act independently to support customers and field personnel.
Ability to develop positive working relationships both internally and externally.
Ability to Lead and Motivate Others.
Confident Decision Making, conflict resolution.
Flexibility and resilience.

Travel requirements:
Occasional travel may be required.

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