Customer Service Team Lead
3 weeks ago
Tarrytown Expocare LLC is seeking a skilled Customer Service Team Lead to oversee our Customer Service Team and New Order Markup and Order Entry management. This role will involve workflow management, coaching, training, and developing team members using KPIs and metrics to ensure a consistent workflow.
The ideal candidate will have a strong background in customer service and order entry processes, preferably in an IDD long-term pharmacy setting. This position can be based remotely and will require collaboration with multiple departments to maximize customer service and workflow pharmacy operations.
Key Responsibilities:
- Partner with the Operations Team to solve business needs, including defining metrics, capturing, accessing, and organizing data to measure and report on key business processes.
- Ensure team members are informed about changes to company operating procedures.
- Collect data and prepare reports on metrics and corrective actions needed to get team members to goal.
- Prepare monthly reports summarizing coaching sessions.
- Prepare knowledge-based documents, such as summaries and responses to frequently asked questions.
- Identify opportunities to update or improve processes and procedures.
- Work with supervisor to streamline workflow and maximize efficient productivity.
Requirements:
- At least two years of customer service or order entry experience required.
- Previous experience in a supervisory role preferred.
- Working knowledge of FrameWorks and ECM preferred.
- Current CT CPhT certification required.
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