Team Lead, Customer Support - Pricing & Contracts

Posting Date 2 weeks ago(3/31/2021 9:48 AM)
Requisition ID
2021-8621
Job Location(s)
Bloomington IN United States
Travel
Less than 10%
Shift Type
First
Position Type
Full Time
Company
Cook Medical Inc.
Category
Customer Svc/Support/Tenders 

Overview

The Team Lead, Customer Support at Cook Medical will provide leadership to the team as they prepare contract submissions, maintain pricing contracts, and provide customer support in terms of pricing and contracts.  This role is responsible for developing employees within their team to ensure the highest level of customer service both internally and externally.

Responsibilities

• Provide leadership and oversight of Customer Support team
• Establish priorities, meet deadlines, work under pressure, and adhere to quality standards
• Assist with managing multiple people, tasks, and priorities through strong organizational, time management, and multitasking skills
• Analyze, develop, improve, and support efficient, flexible, and scalable processes
• Suggest process improvements, both internal and external, and elevate concerns with system inconsistencies to upper management
• Promote communication between the Customer Support Team and management
• Interface with internal and external customers in a professional manner regarding any issues, as needed
• Collaborate with many functions within the organization to run projects from start to implementation
• Review and document employee performance and identify and institute development opportunities
• Provide timely feedback consistently among all employees
• Conduct interviews with potential new employees, ensure new hire orientation and training are completed and compliant
• Process and approve department time sheets and coordinate team member schedules to balance the workload among resources
• Ensure all quality key processes are being monitored and reported to upper management
• Provide leadership and direction concerning employee relations
• Identify, implement and oversee process improvements across the team, using Continuous Improvement methodologies, in collaboration with leadership
• Foster and maintain a workplace culture respectful and supportive of individual differences

Qualifications

• Associates degree required or experience of such kind and amount as to provide a comparable background
• 2-5 years previous Call Center or Customer Service experience required
• 2-5 years leadership experience required
• Proven experience with coaching, mentoring and developing direct reports
• Proficiency in Microsoft Office software (Word, Excel, PowerPoint, and Outlook)
• Experience with CISCO preferred
• Experience with CRM platform preferred
• Experience with reporting and data analysis preferred
• 3 years contract experience preferred

• Qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

 

Physical Requirements:

• This position is remote position, but may be required to make periodic visits to the facility
• Must reside within a reasonable distance, within a 1 hour radius via car, of Cook Medical LLC in Bloomington, Indiana
• Requires some early morning or late evening meetings
• Must be willing to travel if needed
• Sitting for extended periods
• Utilizes close visual acuity for working with computers and equipment

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