Customer Service Agent Team Lead

Description

Centrient Pharmaceuticals is the leading manufacturer of beta-lactam antibiotics, and a provider of next generation statins and anti-fungals. We produce and sell intermediates, active pharmaceutical ingredients and finished dosage forms.

We stand proudly at the centre of modern healthcare, as a maker of essential and life-saving medicines.

With our commitment to Quality, Reliability and Sustainability at the heart of everything we do, our over 2200 employees work continuously to meet our customers’ needs. We work towards a sustainable future by actively participating in the fight against antimicrobial resistance.

Founded 150 years ago as the ‘Nederlandsche Gist- en Spiritusfabriek’, our company was known as Gist Brocades. Headquartered in Rotterdam (Netherlands), we have production facilities and sales offices in China, India, the Netherlands, Spain, the United States and Mexico. Centrient Pharmaceuticals is wholly owned by Bain Capital Private Equity, a leading global private investment firm.

The Commercial / Customer Service department has a vacancy in its Barcelona team for the following position:

The Position

The Regional Customer Service Agent Team Lead role is a hands-on team leader with responsibility for leading the customer service teams within the assigned region and managing the order-to-cash process, ensuring fast and reliable order fulfilment for customers in the assigned region. Alongside providing Customer Service for the assigned region, the role will manage the day to day running of a team of Customer Service Representatives ensuring coverage and support.

The Regional Customer Service Agent Team Lead reports to the Global Customer Service Director.

The main activities and responsibilities:

• Responsible for End-to-End Order Life Cycle for assigned accounts (Accountable for End-to-End Order Life Cycle for assigned region (PFI, Confirmation, Order Booking, Cleaning, Dispatch, and Documentation).
• Leading Customer Service team on day-to-day issues and leading daily meetings - collaborating with internal teams.
• Resolving escalated customer issues.
• Managing team performance, training, and workload.
• Motivating the customer service team to meet goal.
• Creating reports for the director of customer services.
• Setting objectives and conducting team member’s annual reviews.
• Leading continuous improvement initiatives and working to improve credits, queries and targets.
• Working with other members of the Sales, Franchise, Logistics, and Operations teams to identify issues, propose solutions, and participate in projects to contribute to operational and sales efficiency.
• Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence.
• Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
• Responsible for meeting all KPIs related to customer segmentation within the assigned region.

Requirements

The Ideal Candidate:

• Minimum High School Diploma or equivalent.
• 5+ years of experience in sales and/or call center within a business-to-business environment including:

1. Experience of customer service at supervisor level.
2. Experience of managing people and leadership.
3. Experience liaising with an internal distribution department to ensure the product's delivery to the customer would be an advantage.
4. Experience of liaising with customers / internal departments located internationally would be an advantage.

• Fluent in English language equivalent to upper intermediate level B.2, plus fluency in language(s) required to operate in the region.
• MS Office – MRP system SAP.
• Demonstrable track record of taking on extra responsibility.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to multitask, manage time, and prioritize
• Ability to work individually and as a team member
• Strong administrative and organizational skills.
• Ability to manage team performance, training and workload.

Benefits

Terms and reward

We offer a local contract in a challenging, comprehensive, operational environment, with many opportunities for personal input and growth and plenty of discussions with other professionals. The organization is very flat. You have a lot of freedom and responsibility in an open, direct, and informal atmosphere.

The Procedure

Please submit your application via the 'apply' button and upload your CV & cover letter in English. We also ask you to include information on your current remuneration. Only applications with CV and Cover Letter will be considered.

For more detailed information about the role and about the Recruitment & Selection process you can contact us via HRSpain@centrient.com We invite you to visit our website www.centrient.com for information about our company.

Reference check procedures are part of the Centrient Recruitment & Selection Process. You will be contacted when a reference check is required.