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Customer Service Team Leader, Biopharma

3 months ago

Upper Hutt, New Zealand MSD Full time

**Customer Service Team Leader, Biopharma & Intelligence NZ**
- Permanent full-time opportunity with **competitive renumeration and excellent benefits**
- Work with **a high performing, collaborative, and passionate team, **in a Hybrid working environment
- Be **fully supported** in a growth environment with **excellent career path opportunities**

The Customer Service Team Leader, BioPharma & Intelligence leads their customer service team to support MAHI Monitoring and Automation Customers (farmers and distributors) and Biopharma (end users, wholesalers, clinics and retailers). This role will ensure their team is poised to give high level customer care to all internal and external customers. This team will support our full portfolio of biopharma and MAHI technology and automation products and will continue to grow as our portfolio expands.

This individual will implement strategic direction from the Customer Services Manager and provide input to develop the overall strategic vision of our company's Animal Health Customer Service. This role will help define how to better improve our overall customer experience with farmers, wholesalers, corporate retail customers, independent retailers and other direct partners to deepen relationships.

**What You Will Do**

**Responsibilities include, however not limited to**:
The Customer Service Team Leader, BioPharma & Intelligence will work alongside our Business Unit partners and supply chain to create a positive, efficient, and productive customer service experience for our company's Animal Health customers. This role will oversee service representatives and drive operational excellence in their team incorporating customer feedback and managing to KPIs.

**Customer/General Services**

**Leadership (30%)**

Share strategy of Monitoring Intelligence and Biopharma business units and key performance indicators (KPIs) Monitor metrics and share status reports for the Monitoring Intelligence and Biopharma groups to Customer Service Manager and take relevant action as needed Ensure maintenance of accurate service records Ensuring customer queries are handled in a timely manner Support CSRs in systems/operations processes, customer relations & internal trade-offs if escalation required Possess a thorough understanding of MAH products and service offerings to better upsell and cross-sell to clients Effectively use recognition, coaching, training to inspire performance and employee retention Represent the customer care team at interdepartmental meetings as required.

**Operational (70%)**
- Address customer inquiries, complaints & product support, whilst ensuring timely processing of orders
- Manage credits and returns according to internal processes
- Supervising daily operations across Monitoring Intelligence, Automation and Biopharma
- Act as primary point of contact for business and manage collaborative relationship
- Identify unique business needs
- Participate in relevant cross functional meetings to continue improving customer experience
- Liaison with supply chain, sales, marketing, and other MAH units to ensure needs are met
- Identify and resolve key customer logistics and billing issues
- Work closely with our global teams like BSC and AR, MDM, IT
- Manage inventory across locations
- Liaise with freight and warehouses internally and externally

**Reporting**
- Develop and maintain appropriate internal reports on sales, customer service satisfaction and other areas deemed necessary.
- Develop and maintain appropriate external reports - AQIS, APVMA and other areas deemed necessary.
- Monitor customer service KPIs and make recommendations for change
- Revenue Recognition, quarter and month end activities

**What You Must have**

**Required Qualifications**:

- Strong people management experience
- Bachelor’s Degree required.
- Extensive SAP experience
- Solid proven experience in Customer Care/Service experience
- Understanding of quality systems.
- Ability to collaborate with and influence key stakeholders
- Self-starter with initiative who works well with mínimal supervision.
- Excellent communication and organizational skills.
- Able to anticipate and prioritizes work to be done and applies knowledge/skills to more complex problems

**Required Skills and Experience**:

- Strong commercial acumen
- Proven track record of managing, leading, coaching, and developing a high-performing customer care team
- Accomplishes customer service human resource objectives by recruiting selecting, training, and coaching employees
- Ability to effectively influence key stakeholders and customer leadership, and drive business decisions, and sales strategies
- Staying current on the latest industry trends and techniques
- Demonstration of excellent business acumen, relationship management and account management skills
- Experience with customer communication planning
- Advanced written and verbal communication skills
- 15% travel required

**What You Can Expect**
- ** Be an integral