Team Leader: Customer Services

Position Summary

The Team Leader: Laboratory Customer Service, serves to enhance Customer service and Customer satisfaction levels at the

Laboratory through ensuring the needs of the Customer are consistently met and communicated in a proactive, timely and

efficient manner. The Customer Service Coordinator provides leadership and direct line management to the Laboratory

Customer Operations team; overseeing purchasing, booking in and laboratory document control.

Duties

• Lead and organise the Customer Service team to achieve daily and departmental targets, fostering a supportive and growth-orientated environment.
• To act as the main point of Customer liaison for the Laboratory, overseeing the timely and efficient handling of all queries and complaints; filtering and forwarding communications to the correct individuals and departments as necessary.
• To manage the Laboratory Customer Service email address with the support of the Customer Operations team ensuring all queries are appropriately actioned and responded to in a timely and efficient manner
• Oversee all administrative functions for the laboratory, including purchasing, stock control, booking samples and document contr
• Proactively gather Customer feedback to gauge satisfaction and identify areas for improvement in the laboratories service offering.
• Actively coach, mentor, and develop direct reports to achieve their goals and contribute to overall Laboratory success.
• Represent the laboratory in quarterly business reviews with the commercial team, providing professional updates on customer service performance and overall laboratory operations.
• Participate in hosting visitors and Customer meetings; including assisting with preparation for external visitors, site tours and audits.
• Continuously seek ways to improve Customer service by evaluating processes, procedures, and standard work practices.
• Oversee the performance management process for Customer Operations staff. This includes development plans, appraisals, disciplinary meetings, investigations, and return-to-work meetings.

Duties - cont'd

• To ensure all laboratory work is carried out in compliance with local Safety, Health and Welfare regulations and all relevant statutory provisions in conjunction with the laboratory staff and under the direction of the laboratory senior management team.
• Ensure personal protective clothing equipment is worn in accordance with the Health & Safety policy and continuously monitor work area for unsafe conditions and take immediate action to correct unsafe conditions.
• To ensure all work in the laboratory is carried out in compliance with Good Laboratory Practice, ISO13485 (Current Revision), ISO17025 (Current Revision) accreditation requirements, internal procedures and in conjunction with the laboratory staff and under the direction of the laboratory senior management team.
• To deal with all STERIS, Customer, and internal parties’ information with strict confidentiality at all times and in a professional manner.
• Play an active role in contributing towards the facility achieving monthly on time delivery targets and adhering to Customer lead times.
• To alert a member of the senior laboratory management team to any process, job related problems or discrepancies. To be proactive in highlighting and resolving situations to support turnaround time adherence and testing requirements.

Education Degree

Required Experience

• Experience directly interfacing with Customers.
• manufacturing environment.
• Experience managing a small team
• Proven Leadership ability
• Strong Customer facing skills
• Excellent interpersonal skills including cooperation and teamwork
• Excellent IT skills and knowledge of MS Word, MS Excel and PowerPoint
• Excellent organisational skills and time management skills
• Excellent written and oral communication skills
• Meticulous attention to detail
• Analytical and problem-solving skills