Customer Service Team Lead

**The Role**:
Reporting to the Customer Care Manager with a matrix line to the Director of Customer Care for Europe/USA/Canada.

The Customer Service Team Lead sits within the Customer Service Family and is responsible for managing a multicultural Team whilst ensuring the highest Customer Service and key deadlines are met.

**Key Responsibilities**:

- Leading a Multicultural Order Management Team, ensuring all orders are entered within required timeframes across multiple time zones.
- Builds and maintains strong working relationships within own team and all internal departments across the business.
- Foster relationship management with internal and external customers based on KPI data to improve efficiencies and customer satisfaction, working with internal partners and business units to identify cost saving opportunities.
- Demonstrates a sense of urgency in respect of maintaining Customer Service levels and resourcing across teams. Meeting deadlines accurately with mínimal supervision.
- Management of daily reports eg, Delivery Notification reports, Backorder Reports etc
- Liaise with 3pls to ensure orders are shipped and delivered within the required time-frames
- Ensure daily & month end checks are completed within the Team
- Acting as liaison between customers, production and distribution departments related to specific customer orders
- Providing and creating export documentation, working with 3pl’s to ensure orders are dispatched/collected on time
- Providing technical and non-technical customer support
- Training, coaching, development, and performance management of teams
- Reviewing KPI’s looking at trends, root cause analyse and preventative actions to improve efficiencies
- Assist with recruitment and onboarding of new staff, retention, staff changes and resourcing across teams
- Demonstrates sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems
- Managing projects/processes, working independently with limited supervision
- People management skills, coaching and reviewing the work of lower-level professionals, weekly & monthly 121’s reviewing KPI’s, development & training plan, completing mid-year and end of year reviews or when required by Customer Care Manager

**About you**:

- Strong leadership qualities with proven motivational skills
- Ability to communicate at all levels within the Organisation.
- Proven experience in Customer/Distributor Care preferable within a Health Care Environment.
- Agile leader with excellent interpersonal and communication skills and able to organize and manage multiple projects.
- 4 Years + Proven experience of Managing Customer Services Teams.
- Industry memberships
- Experience and proficient in EDI processes.
- Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines. Must be competent in using Excel/Word & Data Cubes
- Understanding of supply chain principles and operations

**Working conditions**: 1/2 days per week in the office will be driven by business requirements as Convatec has a flexible approach to office working.

**Travel Requirements**:Position may involve travel. Most trips will include overnight travel.

**Ready to join us?**

LI-MO1

LI-Hybrid

**Beware of scams online or from individuals claiming to represent Convatec**

**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

**Notice to Agency and Search Firm Representatives**

**Already a Convatec employee?