Offerte di lavoro

    Customer Service Team Leader - Italia - Bio-Techne

    Bio-Techne
    Bio-Techne Italia

    2 giorni fa

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    Descrizione

    Job Details Job Location :
    Abingdon - Abingdon, MN

    Position Type :
    Full Time

    Salary Range :
    Undisclosed
    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.

    Position Summary This position will hold responsibility for supporting the management 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 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

    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 managing people/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

    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 the English language both written and verbal
    Working knowledge of Microsoft D365 and or Salesforce desirable but not essential
    German language skills

    Personal Qualities:
    Ability to demonstrate a passion for customer service
    Exceptional attention to detail, time management, and organizational 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

    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 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.
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