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Customer Service Lead

hace 3 meses

Iztapalapa, Ciudad de México Avantor A tiempo completo

The Opportunity:
Avantor is looking for a dedicated Customer Service Lead /Líder de Servicio al Cliente. This position is located onsite in Mexico City near The World Trade Center.

Supervise customer support team. Responsible for resolving basic to complex customer support issues for customers. Coordinates and leads daily team activities to meet departmental goals and implement processes regarding quality, productivity, and issue resolution. Monitor team performance to achieve maximum client satisfaction levels. Resolve escalated issues and establish department procedures. Train and mentor team members. May spend a portion of time performing the work of those they supervise. Assist with management decisions and activities. May assist higher level supervisor.

THE OPPORTUNITY:
Leads a team of Customer Service Associates. Leads individuals to overachieve productivity and quality standards while ensuring Avantor/VWR policies and practices are correctly followed. Continuously looks for ways to increase the performance, quality, and productivity of the associates. Focuses on sales enabling strategies utilizing collaboration across the business and process improvement initiatives. Provides supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensures customer complaints are resolved in a professional manner. Monitors business and process metrics to measure and manage customer service effectiveness. Conducts meeting with Managers to discuss process improvements and issues.
WHAT WE'RE LOOKING FOR:

  • College degree (preferred) or equivalent/applicable experience
  • Must be able to communicate in English C1 (Verbal and Written)
  • C1: Can understand and express complex ideas spontaneously with some degree of fluency and can properly organize sophisticated text and communicate with substantial detail
EXPERIENCE:

35+ years applicable experience in a customer relationship type role; (sales, military, call center, etc.) 23+ years' experience with Avantor preferred 1+ years leadership experience preferred THOSE NECESSARY TO PERFORM THE JOB COMPETENTLY:
  • Knowledge of Avantor Systems, processes, and company resources; advanced computer skills and strong knowledge of SAP
Ability to handle high profile issues, complex customer situations, and escalated customer calls; always maintain composure and positive attitude. Must be confident and strong decision maker with ability to balance customer needs vs. company objectives. Resourceful problem solver and process improver Excellent communication skills, both verbal and written. Strong leadership, coaching, and mentoring skills Strong Organizational & Time Management skills to prioritize tasks and meet deadlines Must be a team player and be able to work with members of the immediate team, as well as employees outside the organization, while demonstrating the ability to work independently. Thorough attention to detail. Ability to take charge and be proactive. Must be customer and sales focused Must be able to maintain confidentialityHOW YOU WILL THRIVE AND CREATE AN IMPACT Overall responsibility for Customer Service associate performance to meet productivity and quality metrics/goals.
Responsible for Customer Service associate development and performance management.
Supports associate hiring, retention, progressive disciplinary process and terminations as necessary.
Leads, participates, and represents customer service in ABS process improvement initiatives, such as A3s, Kaizens, etc. May take the lead on smaller projects or portions of significant projects. Manages Customer Service associate training and coaching.
Monitors and maintains daily workflow/service levels/activities within the team.

Supports quality monitoring program by performing monthly QM assessment, reviewing for trends and improvement opportunities, and providing monthly coaching sessions.

Manages system failures and outages; working with IT and Customer Service teams minimizing loss of productivity and customer disruption.

Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.

Handles escalated complaints, questions, and queries as necessary. Research complex customer issues, determining the root cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained. Performs other duties as assigned. ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under typical positions) Typically works in an office environment or remote with adequate lighting and ventilation and a normal range of temperature and noise level. Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems. A frequent volume of work and deadlines im