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Team Lead, CS Operations
4 months ago
Job Summary
:In this role, the Team Lead CS Operations will be responsible for leading all system-based ITO to OTR administration processes and the accurate and timely execution in line with SLA's & KPI's. Within this function the individual is responsible for providing leadership to the team as well as managing the day-to-day activities. This individual serves as a subject matter expert and point of escalation for system and process issues within CS Operations. This role will interface directly with the customer engagement team, supply chain, logistic, quality, and other West departments as necessary. As a senior role, this position is responsible that all orders, quotations, returns, credit & debit notes etc are handled correctly and meet all GMP requirements through making independent, time critical and relevant decisions on a daily basis.
Essential Duties and Responsibilities:
Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement Delegating and managing day to day priorities for the group including quotation & order entry, Returns, Credit & Debit notes for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP systems Giving guidance on orders which come in through the OCR queue or webstore to ensure high quality of data Overseeing the activities around Export & Import handling as well as pricing related activities, DA's and notifications Providing additional back up as necessary to enable the global CS Operations team to successfully meet the set turnaround times Ensuring timely collaboration in the group around customer master set up, contribution to item creation, supply of documents & certificates as well as CMIR & Shipping instructions Serving as the Subject Matter Expert in the team and provide training and coaching to new or junior personnel on topics outside of the standard framework Conduct performance reviews, motivate, and guide the team according to mission of the Customer Success organization Supporting investigations as appropriate to ensure compliance with West procedures Providing audit support for both internal and external audits as the CS Operations subject matter expert in liaison with the CS Analytics & Digital Solutions unit Apply required cGMP and / or SOX regulations and internal requirements Owning close relations with stakeholder such as SCM/Ops/Quality/Shared Services to ensure our customer's needs are met internally as well as externally Collaborating to support the Customer Success mission to create a valuable, scalable and sustainable Customer Success organisation together with Customer engagement and CS Analytics and Digital Solutions Performs other duties as assigned based on business needsBasic Qualifications:
Education: High school diploma or equivalent (e.g. completed vocational training) or equivalent experience Experience: Minimum of 5 years of business experience with up to 2- 3 years of experience in leading a team in client services or customer servicePreferred Knowledge, Skills and Abilities:
Knowledge or experience with ERP tools like SAP with Sales and Distribution Experience with ISO 9001 Highly proficient in written and spoken English Ability to deliver great customer experience and to be invigorated by constant personal interaction Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an intermediate level at minimum Strong communication skills Strong people skills – approachable, good listener, empathetic Strong learning capacity Ability to work independently in global environment Understanding of Payment Terms, Incoterms and Export/Commercial Documentation Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description Able to comply with the company's safety and quality policies at all timesTravel Requirements
Must be able to travel up to 5% of the time, including internationallyPhysical & Mental Requirements:
Sedentary environment. Ability to work in an office. May need to stand or sit for extended periods of time Communication, quick decision making, interpreting data, reading or writing, public speaking -- must be able to express or exchange ideas with team members Must be able to understand direction and adhere to established procedures Must be able to communicate effectively, speak in front of groups, express & exchange ideas and understand direction Maintain the ability to work well with others in a variety of situations Able to learn and apply new information or new skills Read and interpret data, information and documents Must be able to multi-task, work under time constraints, problem solve, and prioritize Ability to make independent and sound judgments Demonstrates enthusiasm, takes accountability and drives for results