Customer Solutions Team Leader

7 months ago

Macquarie Park, Australia MSD Full time

**Customer Solutions Team Leader - Companion Animal**
- ** Looking for a different challenge as a** Customer Solutions Team Leader **whereby you can still utilise your skills?
- ** Permanent Full-time **position with **competitive renumeration **and** benefits**:

- Location**: Sydney Australia**:

- ** Provide leadership and support to a small team**, whilst still being **hands on with customer solutions**:

- Hybrid, work from home and office environment, with a **dedicated and welcoming team**:

- Join a growing, yet already **successful market**:

- ** Upskill and growth in an area your passionate about**, whilst being fully supported and encouraged.
- Join **a Trusted Global Leading Animal Health **organisation

The primary responsibility of the Customer Solutions Team Leader is to guide, monitor and lead the Customer Solutions Team ANZ, to achieve their goals and identified business outcomes and importantly to provide first class customer support and solutions to our customers and stakeholders for the companion animal parasiticides, vaccines, therapeutics and Surepet Care (SPC) portfolios.

Representation of the company and its interests to the companion animal industry is a key part of the role and requires regular contact with global SPC customer service, key influencers and customers.

The Customer Solutions Team Leader leads the Customer Solutions team within the Companion Animal Business Unit ANZ and reports to the Technical Services Lead ANZ - Companion Animal.

**What You Will Do**

**Responsibilities include, however not limited to**:
**Team Leadership**
- Lead the Customer Solutions Team to deliver on identified individual and business priorities.
- Liaise with global SPC contact for trainings, support, escalation handling and localization of global processes.
- Conduct regular performance reviews and lead the giving and receiving of feedback to achieve best performance outcomes.
- Develop and regularly review responsibilities for each team member.
- Implement routine training and coaching processes to maximise customer service expertise.
- Build team business and technical acumen to maximise customer interactions and outcomes.
- Contribute to the growth of the company through leading a successful team.
- Create a collaborative and pleasant working environment that inspires the team.

**Technical Customer Service to Veterinarians / Veterinary and pet store staff/ Consumers**
- Lead the Customer Solutions Team ANZ in providing technical advice to veterinarians, veterinary clinic and pet retail staff, and consumers on company products.
- Work with the Global SPC team to provide or source information for the team necessary to answer enquiries regarding the company products.
- Reply to mail, online and social media enquiries received from customers and consumers.
- Communicate with customers to help resolve issues with our products and report and escalate where appropriate.
- Initiate product quality testing procedures when applicable.
- Arrange sending of replacement stock/processing refunds for consumers.
- Use of all SPC & our Company’s online systems to support customer service provision, including Salesforce CRM, phone systems (call centre technology), SAP Business One, e-commerce and Atlas.
- Work with fulfilment centres to ensure smooth provision of customer service.

**What You Must have**
- Completion of HSC or relevant tertiary qualifications.
- Minimum 4 years work experience in a leadership and/or related environment.
- Good knowledge of Microsoft Office Suite and knowledge of SalesForce or other CRM systems
- Knowledge of companion animal medicine and technology, especially connected products and IoT (Internet of Things), is desirable.
- Additional customer service qualifications are desirable.

**What You Can Expect**
- ** Work** **autonomously whilst being supported, encouraged** and being part of a trusted Global Leading Animal Health organisation
- Flexibility and **opening doors to other opportunities** and skillsets
- Joining a **collaborative** team of **likeminded individuals**

Our Animal Health Division is the global animal health business unit of our company dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Temporary (Fixed Term)

**Relocation**:
No relocation

**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
**Shift**:
**Valid Driving License**:
**Hazardous Material(s)*

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