Customer Support Team Lead

Description

Job Summary

The Customer Service Team Lead provides administrative and logistical support to the Customer Service and Sales team. Real-time assistance with customer engagements and communication, account servicing, sales intelligence, and accurate information in response to customer inquiries about products, order placement and new account establishment. The Customer Service Team Lead serves as an advocate for the customer and the sales team in communicating demand, requirements, and servicing to the appropriate team members within the Safeguard Medical organization. The Customer Service Team Lead also assists the Customer Service Manager in day-to-day tasks to ensure business continuity and upward trajectory of the Customer Service Department as a whole. This role is an onsite full time position located in our Charlotte headquarters.

Essential Job Functions

Advanced 

• Leads quarterly training assessments within the department to build on established core competencies
• Assists the manager in day-to-day activities as it relates to business continuity and escalation processes
• Works to execute cross functional projects along side the CS Manager
• Acts as the manager on duty when the acting Customer Service Manager is out of the office (On business OR personal leave) 
• Facilitates expedited Customer Feedback and Complaint action as requested by the QA team
• Assists in facilitating Onboarding new employees as well as continuing re-train with current Customer Service team members
• Extracts and dissects data to discern: NPS, Customer Satisfaction and service level reports. Filters up to the Customer Service Manager and works collaboratively to increase the identifiable KPI’s within the company. 

Core

• Supports and maintains a heightened performance servicing multiple key strategic customers, maintaining a diverse portfolio of products and services. 
• Supports sales team by providing relevant customer data in advance of sales call, presented in a useful manner for them to utilize on customer visits. May include presentations and/or reports on sales activity and other related metrics.
• Works closely with the Quality team to escalate Product Quality concerns (product failure) 
• Considered a collaborative team player within the Customer Service department and will be called upon to help assist and lead cross functional process improvement projects in order to create positive synergistic effects within the company.
• Works within customer portals to retrieve purchase orders, confirm delivery dates, and / or any other task defined by the go to market strategy with select portal customers. 
• Answer requests from customers in an expedited manner via telephone, email, or in-person while maintaining a positive, empathetic, and professional tone with a “one call resolution” mindset. 
• Analyzes and responds to requests or forwards requests to appropriate sales team member and follows through to ensure that customer requirement is adequately met.
• Ensures effective and efficient Order to Cash process, which consists of: Accurately and efficiently processing product quotations, establishing new customer account setups, processing orders, as well as customer complaints and feedback forms. 
• Drives revenue growth by helping to identify opportunities and contributes to team effort by accomplishing departmental performance objectives. This includes but is not limited to: Identifying shipments that can be executed before planned schedule dates, working with the logistics and shipping teams to expedite shipments to increase customer satisfaction, and make business critical decisions impacting daily / monthly / quarterly financials. 
• Other tasks that are defined by our sales team and approved by the Customer Service Manager.

Requirements

Qualifications

Bachelor’s Degree preferred with at least 5 years’ experience with related customer service/sales support responsibilities a combination of experience and education may be substituted.

Must be computer proficient to include Excel, Word, Outlook, PowerPoint, and ERP systems. Microsoft Dynamics 365 and CRM a plus.

Competencies

Demonstrates well rounded hard skills (technical ability) as well as soft skills (communication, emotional intelligence, self-awareness, critical thinking, etc.) to work cohesively within a team environment; Exudes strong cross-functional communication and collaboration skills to enhance the customer experience.

Project a professional company image through in-person and phone interaction providing the highest level of customer support and responsiveness in a friendly and outgoing manner. Must be organized and thorough. Demonstrates