Customer Service Team Lead

2 weeks ago

Columbia, United States Ambu Full time

Business Area: Sales

Employment type: Full-time

Job Title:

Customer Service Team Lead

Reports To:

SeniorSales Support Manager

Location:

Columbia, Maryland

Position Summary :

The Customer Service Team Lead works alongside the Sales Support Manager to lead customer service projects, perform quality audits, find customer service efficiencies and create solutions to optimize performance within the Customer Service team. The Customer Service Team Lead coaches customer service representatives (CSRs) to achieve goals that contribute to the growth of the organization, while motivating and inspiring a team environment that promotes positive communication, encourages collaboration, and demonstrates flexibility.

Additionally, the Team Lead continues to be responsible for interacting with customers, assisting them through the ordering process, and performing various duties to resolve customer order issues, including returns and shipment errors. This role also works closely with Sales, Finance, and Supply Chain to maximize customer satisfaction and minimize order processing errors.

An ideal Team Lead demonstrates mastery of all key customer service functions and processes, oversees training for new and existing CSRs, demonstrates exceptional performance in core customer service responsibilities, and shows superior judgement in complex problem solving and upselling.

Essential Functions and Responsibilities:

Serves as an informal leader, coach and mentor to Customer Service Team members. Responsible for training and educating new employees along with assisting to implement new process and procedures that will enhance customer satisfaction. Identify ways to enhance the customer experience by partnering with various internal and external stakeholders. Manages the inflow of communication (via email, phone, Salesforce, etc) from internal and external customers in order to manage workload for Customer Care Reps. This includes taking action on requests and assigning requests and orders to Customer Care Reps. Leads or participate on internal project teams geared towards improving the customer experience. Work directly with sales, service and customers to create custom solutions on an as needed basis that meet or exceed the customers’ expectations. Generate and/or lead projects to address systematic sources of customer complaints in regards to level or quality of service. Provide feedback and coaching directly to customer care reps as needed with outcomes provided to Sales Support Manager. Deliver training (including work processes aids) to Customer Service Reps to support Customer Solution processes and improvements. Perform audits on CSR calls, emails and other communications for quality, provide coaching and feedback directly to employee and report issues to upline as needed. Identify gaps in training needs and develop remediation plan for execution. Answer calls in queue and complete orders as needed. Collaborate with cross-functional teams to address customer needs. Assist with responding to, qualifying, and setting up prospective EDI customers via GHX boarding requests. Drive incremental sales via upselling and cross-selling during customer order process. Identify opportunities for improvement within the department and/or organization. Additional tasks and special projects as assigned. Minimum Qualifications / Education:

High School Diploma or equivalent work experience. Five (5)+ years of Customer Service and Sales support experience is required. Minimum 3+ years supervising or leading teams. Strong interpersonal skills, including verbal and written communication. Knowledge of medical device products or a proven track record in mastering complex systems or processes. Ability to provide constructive feedback and coaching. Strong analytical skills with the ability to solve complex problems and gather data for input. Strong initiative, and collaboration skills, able to work with employees at levels of the organization to successfully resolve issues and lead projects. Able and willing to learn new software tools. Proficient in Microsoft Office and keyboard skills, with a minimum of 40 WPM. Detail oriented, with ability to work on multiple tasks simultaneously. #LI-Hybrid About Ambu

Ambu has been bringing the solutions of the future to life since 1937. Today, millions of patients and healthcare professionals worldwide depend on the efficiency, safety and performance of our single-use endoscopy, anaesthesia, and patient monitoring solutions. We continuously look to the future with a commitment to deliver innovative quality products that have a positive impact on patient care and the work of healthcare professionals. Headquartered near Copenhagen in Denmark, Ambu employs approximately 4,500 people in Europe, North America and the Asia Pacific. For more information, please visit ambu.com or follow us on LinkedIn.

Nearest Major Market:

Baltimore

#J-18808-Ljbffr

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