Customer ServiceTeam Leader

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Are you looking to make a difference in a patient’s life? At our client, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, they are united in their responsibility to create healthier futures.

What you will be doing

Position Summary

The role of the Customer Services Team Lead will be to take responsibility for both the initial training as well as the ongoing development of all CS Consultants in the general CS Team. The CS Team leader will be the main contact for general CS activity handled by the team and be required to assist Head of Customer Service with the smooth running of the customer services operation as outlined below.

Principal Duties and Responsibilities

General duties

• CS Team lead will from time to time be required to directly manage more complicated quote requests and problem shipments and take over any escalations.
• CS Team lead should be looking to develop all staff members to assist with these tasks where possible, and identify any additional training requirements to ensure their personal experience is shared with the wider team.
• Team lead must set a good example to all staff members.

Initial Training and development of new CS members

• Team Lead will provide individual one to one support to each new CS executive to ensure there is smooth transition from the training environment into the CS Team.
• Ensure there is correct understanding of all CS team procedures and processes in the CS team.
• Provide weekly updates on their progress to the CS Supervisor and identify any areas requiring further training or support.

After the initial training period

• Be the trainees mentor and take full responsibility for the trainees and their shipments.
• Arrange shadowing sessions with experienced members of the team to ensure a wide exposure of the different roles within the department.
• Ensure all jobs are checked/monitored at all times to ensure no problems will occur. In the initial stage the trainees must ask for the jobs to be checked BEFORE exiting the job for the first time.
• Highlight and log any errors found to ensure the new trainee can learn and correct their own mistakes. Log the training/ errors to ensure there is not an ongoing trend.
• Allocate a time to sit with each trainee, every day if possible, to check on their progress first hand.
• Identify areas where additional training is required and liaise with the Head of Customer Service as to the best course of action and person for this training.
• Provide a weekly email update on the progress of the trainees to the Head of Customer Service and Training Coordinator including when you feel the trainee would be competent to start work on the shift rota – each trainee may start at different times on the rota depending on their ability.

Ongoing development of all CS executives

• Responsible for monitoring of progress of all executives. Supporting the Head of Customer Service in any ongoing training requirements of the team to ensure new procedures are followed and understood.
• Hold monthly one to one training review meetings with each allocated CS executive to review their monthly error report and providing support / advise to ensure future improvement and development.
• Ensure that the CS Supervisor is made aware of all problem shipments / errors so they can be escalated to the appropriate level and logged on the individuals training log.
• Delegate responsibility to other team members thereby assisting in the teams overall ability to deal with all aspects of the job.

Account management responsibilities

• Work with BDMs, to identify new prospect clients, pitching for business, driving profitable growth and maximizing revenue potentials from all territories
• Coordinate with cross functional teams (Sales, QA, Operations, Customer Service, Finance), to ensure functional requirements are reflected in final solution.
• Attend meetings with clients accompanied by the local BDM to develop strong working relationships.

Candidate Requirements

In view of the above, the Customer Service Team Lead must acquire basic or advantage knowledge and/or skills to properly use/work with:

• Company owned programs (World-STAR, Bio-STAR, OP-STAR, TMS).
• Other computer programs (MS Outlook, MS Word, MS Excel, Webdoc,…).
• IATA and ADR Dangerous Goods Regulations.
• Live Animals Regulations.
• GCP Requirements.
• Customs and Handling Agents: handling paperwork related to airfreight.
• Various equipment:

o Phones and faxes, computers and printers,….

o Temperature recorders (equipment and read-out programs).

o Freezers and fridges.

o Thermal boxes, gel packs and dry ice.

Experience requirements

• An effective team player with a strong track record of developing logistical solutions for strategic World Courier customers.
• Direct experience of Managing the Sales process to drive business growth in a customer facing capacity.
• Excellent presentation skills and strong written and verbal communication skills
• Strong commercial and customer focus and awareness
• All round experience across a number of commercial and operational roles

Offer

They offer competitive total rewards compensation. The commitment to their associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

Our client fosters a positive impact on the health of people and communities around the world by advancing the development and delivery of pharmaceuticals and healthcare products. As a leading global healthcare company, with a foundation in pharmaceutical distribution and solutions for manufacturers, pharmacies and providers, they create

The company is ranked #8 on the Fortune 500 with more than $200 billion in annual revenue.