Customer Care Specialist Lead

The Position:

As a Customer Care Specialist (CCS) Lead, you will play a pivotal role in supporting the Customer Care Department. Your primary responsibility will be to assist in overseeing employees and optimizing daily production operations within the department. In addition to managing and monitoring orders, you will handle a lower volume of cases as part of your daily responsibilities. You will also collaborate with various teams and departments to resolve key issues and enhance internal processes, ultimately improving the overall customer experience.

Responsibilities: 

• Order Management Support: Oversee and assist the CCS team in managing and monitoring orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers.
• Issue Resolution: Act as a primary resource for the team regarding technical questions or issues, escalating to senior leadership when necessary, and leading investigations to effectively resolve unusual or anomalous observations.
• Performance Monitoring: Regularly monitor employee and team performance, providing feedback and guidance to ensure continuous improvement and high productivity.
• Staff Training and Development: Perform onboard training for new hires and ongoing departmental training to ensure consistent staff productivity and skill development.
• Project Management: Lead and manage specific projects or initiatives to drive process improvements and operational enhancements within the Customer Care Department.
• Business Travel: Up to 10% of travel required for business purposes.

Who You Are:

To perform this job successfully, an individual must be able to preform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 5 years of experience in people leadership and/or customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
• Proven experience in conducting staff training and development programs for continuous skill enhancement.
• Demonstrated ability to lead projects or initiatives aimed at driving process improvements and operational enhancements.
• Strong organizational and time-management abilities for handling multiple tasks, anticipating needs, and providing effective solutions.
• Commitment to fostering a positive work culture within the team, department, and organization.
• Ability to assess situations, gather relevant information, and communicate effectively with team members, leadership, and other departments to ensure clarity and coordination.
• Encourages innovative thinking and creativity within the team to develop new solutions and improve existing processes.
• Solution-focused mindset with a proactive approach to identifying and addressing challenges.

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