Customer Service Lead

  • BioLegend Inc.
  • San Diego, CA, USA
  • Oct 03, 2021

Job Description

Job Summary 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. Essential Functions 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 iACT Competencies 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.