Customer Service Team Lead
3 weeks ago
About the Role:
We are seeking a highly skilled and experienced Customer Service Team Lead to join our dynamic team at Bio-Rad. As a key member of our customer service team, you will be responsible for leading a team of customer service professionals, fostering a collaborative and productive work environment.
Key Responsibilities:
- Supervise and mentor a team of customer service professionals, ensuring they have the necessary skills and knowledge to provide exceptional customer service.
- Actively participate in sales calls and provide support to team members, ensuring seamless interactions between sales and customer service.
- Utilize advanced Excel knowledge to work with reports, perform data analysis, and implement corrective actions for continuous improvement.
- Ensure daily order entry, prioritize order accuracy, and maintain a zero backlog to exceed customer expectations.
- Oversee dispute resolution processes, handle escalations, and manage investigations to provide timely and effective solutions.
- Collaborate with the team to meet and exceed business targets, with a focus on order processing efficiency and accuracy.
- Monitor and ensure a high telephone pick-up rate to deliver superior customer service.
- Manage day-to-day customer service activities, ensuring smooth and efficient operations across multiple regions.
- Actively contribute to various team meetings and events to align with company strategies and goals.
Requirements:
- Fluency in English and German (mandatory); any additional local language is advantageous.
- Proven experience in people management and team leadership.
- Strong interpersonal and communication skills.
- Proficiency in Microsoft Excel and data analysis.
- Familiarity with SAP and BI analytics (an advantage and a plus).
- Exceptional problem-solving and decision-making abilities.
- Excellent organizational and time management skills.
- Previous experience in customer service or a related field.
- Ability to handle high-pressure situations and meet strict deadlines.
About Bio-Rad:
For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe.
Benefits:
- Life and accident insurance.
- Private Health Care Services – unlimited examinations, checkups in numerous specialties free of charge.
- Competitive salary and cafeteria.
- 100% commuting allowance for non-Budapest residents.
- Annual bonus.
- Annual salary review.
- Marriage and childbirth allowance.
- School start allowance.
- Loyalty award.
- Employee Referral Program with remarkable referral bonus.
- All You Can Move contract possibility/gym facility discount.
- Hybrid working model (3 days onsite and 2 days home office/week).
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