Customer Service Team Lead

Customer service team lead supports company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.

Responsibilities and required tasks:

Operations

• Schedule workflow and delegate tasks through the department so that client deadlines are met in a timely fashion.
• Lead and coordinate the day-to-day activities in the assigned area.
• Overview of inventory supplies for bottle orders.
• Review/track internal shipments (in-transit query).
• Continuous monitoring and improvement to decrease login notification time and ensure on time bottle order delivery.
• Ensure team-oriented communication to solve issues and ensure the highest levels of customer satisfaction.
• Act as the laboratory contact for container, analysis and holding time questions.
• Sample organization/prioritization for login efficiency to lab.

People Management

• Manage department coverage, schedules, overtime, timesheets, and personal expense reports.
• Hire, train & motivate staff, set goals, review performance, and assess training needs, at least annually.

Skills and qualifications:

• Excellent skills for communicating and relating with both staff members and customers.
• Proficient with standard computer software (MS Office, LIMS, etc.).
• Ability to recognize and react to changing work demands.
• Must be a self-starter with strong solution-oriented thought process.
• Ability to remain calm under pressure and lead a team during high energy situations.
• Dynamic, energetic, motivated professional with high attention to detail.
• Thorough understanding of overall required processes and documentation.
• Must be able to execute on timelines and expectations autonomously.

Education and experience:

• Supervisory experience is an asset.
• University or College degree/diploma in a related discipline.