Customer Service Team Lead Specialist
hace 4 días
About Us
At Avantor, we strive to be a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries.
Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve. We set science in motion to create a better world.
Job Overview
We are seeking an experienced Customer Service Team Lead Specialist who will provide supervision and technical assistance to customer service teams to attain departmental and organizational goals.
This role involves ensuring customer complaints are resolved in a professional manner, determining work procedures, work schedules, and workflow for customer service staff, monitoring business and process metrics to measure and manage customer service effectiveness, conducting meetings with managers to discuss process improvements and issues, and may assist higher-level supervisors.
The ideal candidate will have 3-5+ years of applicable experience in a customer relationship type role; leadership and personnel management experience; bilingual (English and Spanish) skills; ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact with an Avantor Customer Service Representative at the location.
The salary for this position is approximately $80,000 - $110,000 per year, depending on qualifications and experience.
Key Responsibilities
- Provide supervision and technical assistance to customer service teams to attain departmental and organizational goals
- Evaluate and improve existing processes to increase efficiency and productivity
- Analyze business and process metrics to measure and manage customer service effectiveness
- Conduct regular meetings with team members to discuss progress, address concerns, and identify areas for improvement
- Maintain accurate records and reports related to customer service performance and metrics
Requirements
To be considered for this role, you should have:
- A college degree or equivalent/applicable experience
- 3-5+ years of applicable experience in a customer relationship type role
- Leadership and personnel management experience
- Bilingual (English and Spanish) skills
- Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact with an Avantor Customer Service Representative at the location
- Knowledge of Avantor systems, processes, and company resources
- Excellent communication and problem-solving skills
- Strong leadership, coaching, and mentoring skills
- Ability to drive results and manage multiple priorities in a fast-paced and complex environment
- Exceptional analytical and problem-solving skills
- Strong time management and organizational skills
- Ability to prioritize effectively and maintain confidentiality
Why Choose Avantor?
We offer a dynamic work environment where you can grow your career and make a meaningful contribution to our organization. At Avantor, we pride ourselves on being a global leader in providing mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries.
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