The Customer Service Team Lead acts as a member of the leadership team within the Customer Service Department and effectively supports the Customer Service Manager through coaching, problem solving and process improvement. The Team Lead works as a liaison between various internal and external customers. Is responsible for a variety of sales support and order processing functions to facilitate business objectives. The Customer Service Team Lead is responsible for ensuring on-going compliance with procedures, implementing continuous improvement, assessing employee productivity, and quality by providing guidance and training daily.

Direct Reports: 9 FTEs

Key Areas of Accountability:

• Supervise and support Customer Service APAC Team in day-to-day operations

• Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers

• Provide productivity feedback and coaching on a regular basis to each team member

• Investigate issues and recommend solutions to management as necessary regarding order problems, customer issues or any area of concern

• Create, update and implement job related SOPs

• Provide support for team representatives in problem solving and general information

• Act as support and backup for Customer Service Manager

• Represent department as needed at meetings

• Provide direction for Training and Skill Development plans for all employees in department

• Communicate proactively with internal and external customers in a professional, positive and courteous manner

• Work with Customer Service Manager to ensure that accurate customer information is maintained in SAP

• Stay current with any account changes in contact information, inventory requirements, order requirements, etc.

• Execute applicable Quality System processes and monitor the accuracy of service provided

• Keep Manager informed of all changes, issues and potential concerns of customer accounts

• Keep up to date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service

• Support Sarbanes Oxley (SOX) compliance

• Other duties as assigned

Job Specification:

• Must be proficient in MS Office including Excel, Word and Outlook

• Proficiency in an ERP System (preferably SAP)

• Experience handling tasks where attention to detail is critical to success

• Experience of shipping, domestic and export traffic terms, documentation and procedures.

• Thorough understanding of Customs regulations and Export controls

• Knowledge and understanding of compliance and regulatory guidelines for setting up export customers

• Experience auditing documents and project requirements.

• Knowledge and comprehension of basic contract terms and conditions

• Must be able to communicate professionally, verbally and in writing

• Must be able to work independently and on a team

• Must be able to react to situations with a strong sense of urgency

Knowledge & Experience:

• Must have a customer service background, preferably in the healthcare industry

• Order Management / Fulfillment experience is required

• 1-2 years supervisory experience in a customer service environment a plus

• Knowledge of SAP or ERP applications required

Competencies required:

• Must be proficient in MS Word, Excel and Outlook – intermediate to advance skill level

• Must have good keyboarding and typing skills

• Must have excellent interpersonal skills

• Must be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues

• Must be able to effectively collaborate with others

• Must be able to work independently and on a team

• Must be able to work effectively in a fast-paced environment with shifting priorities

• Must have excellent verbal and written skills

Minimum Qualification:

• Graduate of any 4-year course or equivalent