Customer Service Teamlead

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned.

Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
Manage the customer service inbox responding to customer purchase orders, inquires, international sales rep inquires and other departments for the territory assigned to you and back up team members as required.
Enter customer orders and process according to the established Customer Service procedures.
Prepare Invoices as required for Distributors or end users in preparation for placing an order.
Perform Export Compliance checks when required in OCR Ease system according to the established Export Compliance procedures Review and validate for acceptance the terms and conditions of the customer Letter of Credit.
Prepare International shipping documentation; Commercial Invoices, SLI’s and AES, and any other required documentation according to established department procedures in a timely manner.
Interface with other departments; Sales and Marketing, Shipping, Manufacturing, RA/QA, and Finance to coordinate and ensure delivery of product.
Work directly with Freight Forwarders to resolve any custom issues.
Process Return Merchandise Authorizations (RMA’s) and customer complaints according to established department procedures.
Initiate Shipment authorizations through Agile system per Regulatory Affairs for shipment of orders.
Review daily reports; Shortage and Wire transfers, taking the appropriate action.
Delegate tasks, review Customer service dashboard, flag issues to CS Manager and support the sensory team.

SUPERVISOR RESPONSIBILITES
Directly supervise the customer service department and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interview, hiring and training employees; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

A minimum of one to three years related experience and/or training in Customer Service.
Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcome
Ability to, effectively multi-task, work under pressure, make good decisions, and pay close attention to details.
Exceptional computers skills including Excel, Word, and PowerPoint
Work independently while performing each essential duty with minimal supervision.
Ability to build strong relationships with customers, sales and other internal departments, ability to network and influence others.
Additional languages would be an advantage.