Customer Service Team Lead

3 weeks ago

Natick, United States Intuvie Full time

Intuvie has a track record of bringing impactful innovations to the healthcare industry - namely in the area of infusion therapies. We provide both large volume and ambulatory infusion pumps, as well as connectivity software that improves clinician productivity

GENERAL SUMMARY

The Customer Service Team Lead is responsible for coaching, mentoring, and inspiring a team of customer service representatives in an FDA regulated setting. This player-coach position focuses on delivering exceptional customer experience, ease of doing business, employee training and development, performance management, and troubleshooting internal and external service-related needs and concerns.

They will work collaboratively with Operations, Quality, and Finance, and other functional departments to support all daily operational activities. They will consult with management to resolve service, personnel, quality, production, and efficiency concerns. They partner with internal departments to ensure implementation, maintenance, and improvement of order management policies, procedures, and systems. They are expected to perform the essential duties and responsibilities as listed below.

ESSENTIAL JOB FUNCTIONS

Provide direction, development, and mentoring to customer service representatives to create a high-performing service culture that is aligned with Intuvie’s strategic goals, objectives, and core values.

Assist department manager with attracting, developing, engaging, and retaining compassionate and knowledgeable service-centric team members.

Engage in process improvement and testing activities related to CRM, ERP, and eCommerce platforms.

Act as point of contact for customer escalation.

Assist with first line communication with customers, including processing orders, facilitating returns, and inquiries related to products and order status.

Establish and maintain a high level of positive working relationships with internal and external customers.

Contribute to the concept, design, and implementation of SOPs, reports, policies, and procedures.

Actively participate in department activities and confirm compliance with controlled procedures as required.

Work closely with department manager on all resource issues such as personnel, materials, and equipment.

Additional duties as assigned.

PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

Associates degree OR Bachelor’s and Medical Device experience a plus.

Experience training, coaching, and mentoring in internal and external settings.

Excellent verbal and written communication skills.

Ability to perform essential functions and responsibilities independently.

Ability to create and communicate performance metrics, KPIs, and SOPs.

Excellent computer competence, including experience with Salesforce and Microsoft Office software to create reports, spreadsheets, analyze data and prepare presentations.

Ability to follow instructions precisely, recognize deviations, and recommend corrective action.

Strong interpersonal skills and ability to work with others in a positive and collaborative manner.

Well-organized and detail oriented.

SUPERVISORY RESPONSIBILITY

No

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.
- External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

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