Customer Service Team Leader

1 week ago

Hornsby Shire, Australia Pettit Pharma & Device Search Full time
A culture focused around health and well-being

  • Located in stunning offices on Sydney's Upper North Shore with parking
  • Hybrid work 23 in office / 23 at home a week

THE COMPANY YOU WOULD BE JOINING

  • This global, European headquartered, pharmaceutical & medical device company specialises in lifesaving prescription medicines and medical technologies.
  • Their products and services are used to help care for critically and chronically ill patients.
  • They are committed to putting essential medicines and technologies in the hands of people who help improve patient outcomes.

BENEFITS:

  • Large, global healthcare company with career opportunities, over 200,000 employees globally.
  • A culture that is family friendly, open and collaborative, nurturing and progressive.
  • A culture focused around health and wellbeing.
  • Learning & development opportunities.

WHAT YOU WILL LEAD AND GROW

  • An exciting opportunity exists for an experienced Customer Service Team Leader to join this team based on Sydney's upper north shore, with parking onsite (3 days in office, 2 at home).
  • Reporting to the Commercial Services Manager, this position is responsible for providing exceptional customer service to all internal and external customers. In addition to this, you will be required to mentor and coach a team of 34 Customer Service Representatives.
  • You will be responsible for the maintenance of customer master file information and for monitoring and ensuring all incoming orders are fulfilled in a timely manner, this is a handson role and you will need to lead by example.
  • You will assist customers with enquiries regarding sales, pricing, stock availability, service needs, product complaints, deliveries and back orders or direct enquiries to the sales and/or marketing teams.
  • You will liaise with wholesalers on stock availability and proactively solve customer problems and analyse service needs.
  • You will liaise with and provide support to sales and marketing, warehouse, finance, QA, etc.
  • You will manage and monitor the company call monitoring system and effectively manage the Customer Service team through sound leadership, guidance and open communication.

YOU WILL HAVE THE FOLLOWING TO BE SUCCESSFUL

  • Previous experience in a Senior Customer Service role with mentoring, coaching or direct management experience.
  • Experience with SAP or similar ERP system and experience with Salesforce ideal.
  • Intermediate knowledge of Microsoft Office with exceptional verbal and written English communication skills.
  • Ability to manage competing demands and ability to manage a small team with the desire to lead by example with the right attitude.
  • Ability to build and maintain relationships with a diverse group of internal & external stakeholders.
  • Proven leadership skills with a nurturing, handson and collaborative leadership style, while supporting people to grow and learn, without micromanaging them.

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