Customer Service Team Leader

Position: Customer Service Team Leader, ANZ

Work Location:Vantive Old Toongabbie Office (Expected to move to New Office in Victoria Cross, North Sydney soon)

Line Manager: Customer Service Manager

Normal Working Hours: Mon-Fri 8:00-17:00 (2 days Working from home)

Travel: Not required

Job Scope: This position is accountable for building and leading high-performance teams to meet business demand and customer requirements. It is responsible for the leadership of the team and supporting the Customer Service Manager ANZ to meet operational and business metrics. This position is accountable for ensuring that customer/patient orders, returns, credits, complaints, requests, adverse events, medical enquiries are resolved in a timely, accurate and cost-effective manner within first call resolution. The key focuses for this role are to ensure the team are high performing in all five Customer Support Core strengths: Timely response, First call resolution, Professional Call Quality, Accurate information and processing and highly skilled people

Job Responsibilities:

Customer Management:

• Ensuring team always provides an effortless customer experience
• Support perfect order to provide error free customer experience
• Assist customers with order-related enquiries, including product availability, price queries and product/service complaints
• Problem solving
• Oversight of delivery issue resolution
• Customer relationship management, directly with customers as well as liaison with Sales and Marketing, Supply and Distribution, Finance and Quality and Regulatory Affairs to manage relationships

People and Team Management:

• Effective leadership of people to meet performance expectations
• Driving the implementation of company initiatives and embedding them into the team culture
• Develop a positive team culture
• Management of staff resources
• Management of time and attendance systems
• Performance reviews and career development for direct reports
• Coaching staff in accordance with set KPI's

Operations Management:

• Drive process improvement and efficiency programs
• Actively support Perfect Order
• Ensure that team members process customer orders, credits and RMA's promptly and accurately
• Ensure that all transactions are processed in accordance with the current Terms of Sale
• Understand the JDE system and support CSR's with workload where required

Quality Management:

• Ensure quality standards and procedures are being maintained.
• Coaching towards optimized team performance in both adherence and quality, with a focus on quality of service to customers and KPI performance.
• Ensure that all team members comply with the company standards and regulatory requirements with particular focus on Adverse Event Reporting Requirements.
• Participate in and contribute to Audits where appropriate.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• At least 5 years of experience in customer service or team leadership roles with proven track record of achieving performance targets and maximizing customer satisfaction.
• Desire to deliver great customer service every time and ability to connect with a diverse range of people.
• An empathetic and resilient nature and being able to stay positive even when the pressure may be on, Strong customer service.
• Experience in a similar role within a fast-paced environment working in supply chain, preferably in the medical industry.
• Sound verbal and written communication with high attention to detail.
• High level accuracy, numeracy and demonstrated learning agility.
• Strong computer skills with experience using a large ERP system (ideally JDE & Salesforces).
• Growth mindset or experience in process improvements will be highly regarded.