Customer Service LEAD LATAM - Remote Eligible

Customer Service Lead

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

We are searching for the best talent for Customer Service Lead to be in Bogotá. The Customer Service Supervisor will be responsible for leading day-to-day operations, ensuring the smoothly and effectively running of CS processes. In addition, track and meet deliver objectives and KPIs, creating a team culture of excellence, efficiency, and growth, serving our customers, and connecting with our key stakeholders.

You will be responsible for:

• People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well.
• The CS Supervisor will monitor team efficiency and effectiveness based on pre-determined organization performance metrics, meeting business goals.
• Investigates and resolves escalated or complex customer complaints regarding billing, shipping delays and products.
• Ensure training staff to respond to customer inquiries regarding orders, changes, cancellations, delivery dates, application of products, and pricing.
• Monitors order processing for accuracy.
• Keeping documents up to date as well as ensuring knowledge transfer for CS Specialists.
• Identify opportunities in our processes and systems and propose solutions.
• Participate actively in CS business meetings, sharing new ideas/strategies to leverage our service.
• Implements cost controls to ensure budget parameters are not exceeded.
• Partner with Deliver to define action plans based on customer experience and post interaction survey results.
• Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc).
• The CS Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees.

Qualifications / Requirements:

• Cross-Functional Experience (internal & external to the Customer Service Organization).
• Function-wide Initiative(s).
• Bilingual: Spanish & English (Portuguese preferred).
• MS Office.
• Assertive and effective communication (written and oral).
• Technical skills: SAP, Salesforce.
• Professional skills: Deal with multi-source of information; finance knowledge.
• Customer Relationship Management.
• End-to-End Process Understanding.
• Customer or Channel Understanding.
• Continuous Improvement.
• Performance & Metrics.
• Risk Prevention & Mitigation.
• Crisis Management.
• Innovation, Analytics & Problem Solving.
• Technology & Data Management.
• Knowledge Management.
• Quality Mindset and Compliance Orientation.
• Environmental Health & Safety.
• Project Management.
• Business Orientation.
• Stakeholders' management.
• Global Mindset & Management.
• Business Case Development.
• Financial Management & Budgeting.
• Organization Transformation.
• Portfolio Rationalization.
• Supply Chain Optimization.
• Import and Export Requirements.
• Transportation Operations.
• Warehouse Planning & Management.
• Integrated Logistics Support Planning.
• Ability to make quick decisions.
• Perform efficiently and effectively.
• Assertive and effective communication (written and oral).
• Problem solver and accountability.
• Ability to think ahead and manage time properly.
• Strong team building orientation and Strong analytical capabilities.
• Emotional intelligence and High energy and positive way of working.
• Make diversity and inclusion.
• Good interpersonal skills.
• People Development.

Required Skills: Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility

Preferred Skills: Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility