Team Lead, Quality Customer Relations

The Customer Relations Team Lead manages day-to-day operations and provides leadership and direction to the Customer Relations team. The Team Lead is also involved in coordination of projects, such as recall activities, as the need occurs.

• Ensure all product complaints and field actions are dealt with efficiently and in accordance with relevant internal and external procedures and/or regulations.
• Manage day-to-day operations (including allocation of workload) and provide leadership and direction to the Customer Relations team.
• Drive all assigned Customer Relations projects and ensure they are managed in a structured fashion and completed in compliance with the relevant procedures.
• Maintain a proactive approach to Cook's Quality system to meet the changing needs of the business.
• Work closely with other Cook companies and distribution partners to ensure that all necessary processes are in place to deal with Customer Relations issues.
• Managing customer relations support to other departments within Cook Medical and other Cook companies.
• Trending and analysis of key Quality Metrics, including providing internal and external feedback to management.
• Ability to comply with the Cook Code of Conduct, Company Values, Competencies, and Company Compliance requirements.
• Identify and evaluate efficiencies through improved processes internally and externally.
• Provide leadership and direction concerning employee relations.
• Review team members' performance.
• Conduct interviews with potential new team members and work on new hire orientation schedule.
• Facilitate an encouraging work environment.
• Ability to own/participate in global projects.
• Proven ability to work cross-functionally with other departments throughout the organization.
• Represent area in internal and external audits.
• Other duties as assigned by leadership.

• Bachelor’s degree in a related field or experience of such kind and amount as to provide a comparable background.
• 7+ years prior relevent experience.
• 5+ years leadership experience.
• Must work and interact effectively and professionally with and for others throughout various levels of the global organization.
• Good technical background including technical writing skills desirable.
• Excellent knowledge of computer software packages and Microsoft Office including Excel desirable.
• Strong customer focus.
• ​Knowledge of a GMP regulated environment and experience in a similar role desirable. 
• Previous experience in dealing with Complaints and Quality Systems desirable
• ​Ability to communicate effectively on an individual and group basis. 
• Excellent organizational and prioritization skills with good attention to detail.