The Customer Service Lead position is responsible for providing quality and legendary customer service to customers through the daily management and support of the team. This includes hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving to achieve our daily, monthly and annual goals in line with our quality objectives.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage and accurately interpret data from dashboards to forecast resources effectively
Monitor daily workflow and confirm orders are entered into BioLegend’s Enterprise Resource Planning (ERP) to ensure regular flow of entry
Dispatch resources as needed to ensure high attention to detail is given in a high volume setting
Address escalated system concerns and resolve unique or complex issues
Work closely with Customer Service Representatives to oversee the team’s open orders in the ERP system to advise of any discontinued products or pricing changes
Work closely with other Customer Service Leads to regularly review best processes
Train new team members and provide retraining as needed
Facilitate process monitoring and coaching
Assist in maintaining thorough and updated customer records in the ERP system
Communicate and collaborate effectively in all verbal and written correspondence with other teams
Perform ERP testing to identify potential issues and support efficiencies
Identify system and workflow improvements to enhance the team's productivity
Perform daily sales order review advising of any team errors, perform monthly open order review to help close out the month, and contribute to the monthly tracking of cancellations
Other duties as assigned
innovate – Be better, keep improving, be more efficient, creative, and be in the forefront of development.
Aspire – Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights.
Collaborate – Foster teamwork, common goals, selflessness, communication and mutual support
Transform - Adapt, learn, re-invent and change for future development and growth.
Minimum Qualifications - Education and Experience
5-7 years of Customer Service experience and 4-6 years in a leadership capacity, including experience participating in employee performance appraisals
Previous experience utilizing data from dashboards to forecast resources and managing and interprets data in a high volume setting
Experience with addressing any escalated customer concerns and resolving complex issues
Knowledge of Enterprise Resource Planning (ERP) software, Customer Retention Management Software (CRM) and Electronic Data Interchange (EDI) systems
Strong leadership skills with high attention to detail
Excellent verbal/written communication and strong computer skills
Ability to work cohesively in a team atmosphere
Ability to effectively manage their time to meet daily deadlines
Experience with MS Office
Preferred Qualifications – Education and Experience
College degree or equivalent work experience
Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to laboratory environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.