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- Tasks: Lead a team, provide training, and handle complex customer service issues.
- Company: Werfen is a global leader in medical diagnostics with a commitment to quality and innovation.
- Benefits: Enjoy a diverse workplace, opportunities for growth, and occasional travel.
- Why this job: Join a dynamic team where you can develop leadership skills and make a real impact.
- Qualifications: An Associate's Degree and 6 years of customer service experience are preferred.
- Other info: This role offers a chance to learn and grow in a fast-paced environment.
The predicted salary is between 28800 - 43200 £ per year.
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Job SummaryThe Customer Service Team Lead is an entry level functional mangement role responsible for performing the responsibilities of a Customer Service Coordinator in addition to providing leadership, administrative and business support to department management. This includes direct supervision and coaching of assigned staff members, providing training and coaching, and serving as an escalation point for complex customer service needs.
Responsibilities
Key Accountabilities
- Coordinates team schedules and performance, ensures equal distribution and workload and activities are performed in agreement with SOPs, Job Aids, QM documents andwithin department KPis.
- Coordinates training for new team members.
- Provides operational guidance to the team and feedback to Manager, Supervisor or designee, to maximize productivity, team development, and achieve department goals.
- Serves as a role model to the team, fostering Werfen values, effectively communicates productivity and service levels to Manager, Supervisor or designee, as well as personnel performances.
- Acts as first level escalation, participates in meetings relevant to the activity assigned with other departments and providing feedback to Manager, Supervisor or designee.
- Effectively communicates with the Supevisor and Manager to identify continuous improvement initiatives that will increase efficiency in the team, increase customer and field sevice satisfaction, and enhance our reputation for quality customer service.
- Assists the Customer Service Coordinators (I, II & Senior) with order processing and other customer service functions as needed, providing training and guidelines.
- Performs all functions related to order processing and post order adminstration for adesignated area or set of customers.
- Provides performance reporting and analysis to management as requested.
- Other duties as assigned.
Networking/Key Relationships
- Other Client Services Teams as needed (such as: Service Coordinators, Instrument Coordinators,Pricing Coordinators)
- Technical Support
- Commercial Operations
- Field Service
- Applications
- Warehouse/Operations
- Finance
- HR
Qualifications
Minimum Knowledge & Experience required for the position:
- Associate\’s Degree in Business or related field experience required. Bachelor\’s Degree in Business Administration, Finance, or related field preferred, or equivalent experience.
- Minimum 6 years related experience in Customer Service environment and/or Finance preferred.
- Prior Experience as Customer Service Coordinator II required.
Skills & Capabilities:
- Strong understanding of functions within the Customer Service group.
- Ability to identify, analyze, and solve problems.
- Must be able to work in a fast-paced environment, be able to prioritize projects and multi-task effectively for business needs.
- Ability to thrive in a fast-paced environment while maintaining strong attention to detail.
- Proven strong problem solving and analytical skills.
- Excellent written and verbal communication skills. Demonstrated presentation and public speaking skills.
- Proven strong interpersonal skills and emotional intelligence; ability to manage customer issues, build relationships and cooperate with internal and external customers.
- Ability to act independently to support customers and field personnel.
- Ability to develop positive working relationships both internally and externally.
- Ability to Lead and Motivate Others.
- Flexibility and resilience.
Travel requirements:Occasional travel may be required.
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact for assistance.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 7, employees around the world comprise our Werfen
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Customer Service Team Lead employer: Werfen
Contact Detail:
Werfen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Customer Service Team Lead. Understanding the nuances of team coordination, training, and performance management will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples from your past experiences where you've successfully resolved customer issues or improved team performance. This will highlight your capability to thrive in a fast-paced environment.
✨Tip Number 4
Research Werfen's values and mission. Being able to articulate how your personal values align with theirs during the interview can set you apart as a candidate who is genuinely interested in the role and the company.
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Service Team Lead position. Understand the key responsibilities and qualifications required, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer service and any leadership roles you've held. Be specific about your achievements and how they relate to the responsibilities of the role.
Showcase Your Skills: Make sure to highlight your problem-solving abilities, communication skills, and experience in training or coaching others. Use examples from your past work to demonstrate these skills effectively.
Craft a Compelling Cover Letter: Write a personalised cover letter that explains why you're a great fit for the Customer Service Team Lead position. Mention your passion for customer service and your desire to contribute to the company's success.
How to prepare for a job interview at Werfen
✨Showcase Your Leadership Skills
As a Customer Service Team Lead, you'll be expected to guide and motivate your team. Be prepared to discuss your previous leadership experiences and how you've successfully coached or trained others in the past.
✨Demonstrate Problem-Solving Abilities
This role requires strong analytical skills. Prepare examples of complex customer service issues you've resolved, highlighting your ability to think critically and act independently under pressure.
✨Communicate Effectively
Excellent communication is key in this position. Practice articulating your thoughts clearly and confidently, as well as listening actively to understand the needs of both customers and team members.
✨Familiarise Yourself with Company Values
Understanding Werfen's values will help you align your answers with their culture. Research the company and be ready to discuss how your personal values resonate with theirs during the interview.
