Customer Service Team Leader jobs in Farmington, NM

Description

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.  Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources.  Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Position Summary

This position will hold responsibility for supporting the leadership of the customer services team in EMEA, from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to deliver outstanding customer service to both external customers and internal teams.  This is a technical senior Customer Service role alongside people management. 
This is a hands-on role and the team leader will be expected to perform the same duties as their team whilst leading, motivating, monitoring and developing them.

Essential Functions

The team

• Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance. 
• Drive best practice and ensure maximum productivity & utilisation.
• Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement. 
• Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations. 
• Support with training new team members in company standards, customer service, and job duties
• Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery.
• Creation of business KPI’s
• Helping to drive customer loyalty, adding value to the sale of product/ service
• Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.
   

Qualifications

Minimum Requirements/Qualifications:

• Previous experience of people management, leading and motivating a team
• Demonstrated ability to manage multiple priorities, work under pressure, and meet deadlines
• A customer-focused mindset with a commitment to continuous improvement
• Proven customer support & training experience essential
• Commercial awareness
• An understanding of supply agreements
• Able to build relationships and a positive and engaging team environment.
• Need to display an ability to take a logical and analytical approach to solving problems and resolving issues.
• Possess excellent IT skills
• Industry background helpful but not essential

Skills required/desired:

• A commitment to total customer satisfaction
• Strong organisational and administration skills
• A strong leadership 
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Analytical skills to aid business performance and help identify trends
• Excellent command of both the French & English language both written and verbal
• Working knowledge of Microsoft D365 and or Salesforce desirable but not essential
• Additional language skills desirable not essential
• Working knowledge of ISO9001 & ISO14001 desirable but not essential

Personal Qualities:

• Ability to demonstrate a passion for customer service to drive customer satisfaction
• Exceptional attention to detail, time management, and organisational skills
• You will love to problem solve and have a creative flare for innovation
• Ability to perform a wide variety of tasks and multi-task efficiently
• Professional demeanour
• Excellent written and verbal communication skills
• Ability to remain calm under pressure
• Feel comfortable working in a fast-paced environment
• Ability to build strong relationships with all stakeholders
• You will be a strong brand ambassador
• You will be able to demonstrate a lead to grow mindset

EPIC Attributes:
Empowerment
     Set goals and monitor KPI’s for the direct reports. Assess results and adapt as necessary to ensure continuous improvement of team
     Enjoy working as part of a team to deliver results, learn and share knowledge
     Ability to collate and produce comprehensive reporting. 

Passion
     A true passion for Customer Service, leading by example, looking to provide our customer with the best possible customer experience.
     Provide guidance and support to other team members and departments
     Excellent attention to detail, time management and process management

Innovation
     Outstanding problem solving and interpersonal skills
     Self-directed and creative
     Contribute to the success of the team and by challenging and offer suggestions/ideas and feedback

Collaboration
     Work closely with all departments within EMEA to ensure superior customer support
     Work closely with peers to ensure consistency of service across all areas

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.