Customer Service Team Lead

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 FTEsKey Areas Of AccountabilitySupervise and support Customer Service APAC Team in day-to-day operationsResponsible 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 memberInvestigate issues and recommend solutions to management as necessary regarding order problems, customer issues or any area of concernCreate, update and implement job related SOPsProvide support for team representatives in problem solving and general informationAct as support and backup for Customer Service ManagerRepresent department as needed at meetingsProvide direction for Training and Skill Development plans for all employees in departmentCommunicate proactively with internal and external customers in a professional, positive and courteous mannerWork with Customer Service Manager to ensure that accurate customer information is maintained in SAPStay current with any account changes in contact information, inventory requirements, order requirements, etc.Execute applicable Quality System processes and monitor the accuracy of service providedKeep Manager informed of all changes, issues and potential concerns of customer accountsKeep up to date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer serviceSupport Sarbanes Oxley (SOX) complianceOther duties as assignedJob SpecificationMust be proficient in MS Office including Excel, Word and OutlookProficiency in an ERP System (preferably SAP)Experience handling tasks where attention to detail is critical to successExperience of shipping, domestic and export traffic terms, documentation and procedures.Thorough understanding of Customs regulations and Export controlsKnowledge and understanding of compliance and regulatory guidelines for setting up export customersExperience auditing documents and project requirements.Knowledge and comprehension of basic contract terms and conditionsMust be able to communicate professionally, verbally and in writingMust be able to work independently and on a teamMust be able to react to situations with a strong sense of urgencyKnowledge & ExperienceMust have a customer service background, preferably in the healthcare industryOrder Management / Fulfillment experience is required1-2 years supervisory experience in a customer service environment a plusKnowledge of SAP or ERP applications requiredCompetencies RequiredMust be proficient in MS Word, Excel and Outlook – intermediate to advance skill levelMust have good keyboarding and typing skillsMust have excellent interpersonal skillsMust be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issuesMust be able to effectively collaborate with othersMust be able to work independently and on a teamMust be able to work effectively in a fast-paced environment with shifting prioritiesMust have excellent verbal and written skillsMinimum QualificationGraduate of any 4-year course or equivalent