Customer Service Lead
MSCCN - South Plainfield, NJ
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Title: Customer Service Lead Location: South Plainfield, NJ Schedule: Full Time Type: Direct Hire Responsibilities: Responsible for leading and performing the day-to-day tasks and activities of the Customer Service Department ensuring all customer needs, questions and requirements are being met in a complete, accurate and timely manner. Supporting Commercial Operations leadership and the outside sales team to help ensure departmental success. Supervise the Customer Service Department in the fulfillment of its day-to-day responsibilities by assigning/delegating certain tasks and activities to each team member, including himself/herself. Ensure all team members are cross-trained so that the work load can be handled in all situations. Lead the Customer Service Department to a high level of performance by providing clear and concise directions on tasks/activities to be fulfilled. Coach, train and motivate the team so that overall performance, skills and knowledge of the Department ensures delivery of a high quality experience to Cosette's customers.. Responsible for guiding and supervising escalated customer service related issues, and where and when appropriate, bringing these issues to the attention of the Commercial leadership team. Monitor daily sales flow of orders and collaborate to ensure orders are shipped as required and deliver on time to meet customer requirements. Work closely with the Commercial Operations team to plan for changes to customer ordering patterns such as holiday orders, product launches, backorder releases, etc. and communicate these changes to proactively plan for the efficient shipment of product. Responsible for the complete order entry process: Entry of customer purchase orders and reviews for accuracy of pricing/delivery dates/item/customer location Review of EDI's to ensure accuracy Review and address all order discrepancy prior to release Release and transmit orders to warehouse for processing Issuance of return material authorizations Collaborate to ensure on time delivery of customers' orders Assist customers with inquiries and provide relevant information pertaining to product availability, shipping dates, tracking information and verifying orders Resolve all issues related to purchase orders; track and expedite orders as required Assist in coordinating activities associated with a new product award (discounts, committed delivery dates, etc. Communicate backorders statuses and reports as required to customers, or in response to specific inquiries from a customer or a sales representative Manage and maintain all departmental files and records, including customer account set up information for all direct accounts Knowledge of key customer accounts' operations and their required portals Maintain and load customer pricing in accordance with departmental procedures Direct customer complaints and reported adverse events in accordance with departmental procedures Support the outside sales teams by fulfilling requested actions Function as a liaison between internal departments and external customers, centralizing all contact and information flow Back-up other positions within the department and assist in special projects as assigned Requirements: Pharmaceutical Experience Strong problem-solving abilities to resolve issues and address client inquiries in a timely and satisfactory manner Organizational skills with the ability to multitask, prioritize, and work efficiently in a fast-paced environment Demonstrate strong leadership and interpersonal skills Excellent verbal and written communication skills and a professional phone manner Strong attention to details and documentation skills. Ability to prioritize conflicting demands Executes assigned tasks within established schedules Team oriented, highly motivated and ability to work independently Ability to be flexible as needed Respond to all requests in a timely & professional manner Maintain composure and a positive attitude during difficult times Adherence to Company policies, procedures, rules and regulations Maintain confidentiality System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Created: 2024-05-04