Customer Service Team Lead
1 month ago
As a Customer Service Team Lead at Thermo Fisher Scientific, you will be responsible for guiding and leading a large team of Customer Service Representatives (CSRs) towards achieving operational goals. This includes accurate order entry, timely response to requests, effective telephone metrics, and achieving quote request service levels while meeting quality standards.
Key Responsibilities
- Evaluate appropriate staffing versus business volume and explore opportunities to create capacity.
- Ensure all work is accurately distributed and prioritized with an even workload across teams.
- Act with integrity and lead by example, providing on-the-job guidance, motivation, and coaching to team members.
- Maintain a strong understanding of the company's brands, systems, processes, and procedures.
- Hold regular coaching, goal-setting, and performance meetings with CSRs to continually improve services.
- Support the company's drive for continuous improvement and be involved in innovative solutions that increase customer allegiance and profitability.
- Contact customers on critical issues to achieve full resolution.
- Champion positive, professional, and productive relationships with members of other departments.
- Participate effectively in quality improvement teams and promote cooperative effort between all departments and internal customers.
- Support the manager in planning and engaging in activities to ensure an enhanced customer experience.
- Assist in the development and implementation of 'best practice' processes across the organization.
Requirements
- Bachelor's Degree
- 10+ years of successful Customer Care experience and proven informal leadership opportunities.
- Proven record of leading, mentoring, and empowering a team to optimal performance.
- Strong customer orientation with effective interpersonal, listening, and communication skills.
- Superior judgment and decision-making skills with strong analytical and organizational skills.
- Computer business knowledge with understanding of customer service software, databases, and tools.
- Focused on continuous improvement while showing respect for individuals.
- Bilingualism (French/English/Spanish) is a plus.
- Flexibility to work the night shift.
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