Customer Service Team Leader, Abingdon

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.

Position Summary

This position will hold responsibility for supporting the management of the customer services team In EMEA, from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to deliver outstanding customer service to both external customers and internal teams. 

This is a hands-on role and the team leader will be expected to perform the same duties as their team whilst leading, motivating, monitoring and developing them.

Essential Functions

The team

  Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance. 

  Drive best practice and ensure maximum productivity & utilisation.

  Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement. 

  Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations. 

  Support with training new team members in company standards, customer service, and job duties

  Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery.

  Creation of business KPI’s

  Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.

Minimum Requirements/Qualifications:

  Previous experience of managing people/leading and motivating a team

  Demonstrated ability to manage multiple priorities, work under pressure, and meet deadlines

  A customer-focused mindset with a commitment to continuous improvement

  Proven customer support & training experience essential

  Commercial awareness

  An understanding of supply agreements

  Able to build relationships and a positive and engaging team environment.

  Need to display an ability to take a logical and analytical approach to solving problems and resolving issues.

  Possess excellent IT skills

  Industry background helpful but not essential

Skills required/desired:

  A commitment to total customer satisfaction

  Strong organisational and administration skills

  Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.

  Analytical skills to aid business performance and help identify trends

  Excellent command of the English language both written and verbal

  Working knowledge of Microsoft D365 and or Salesforce desirable but not essential

  German language skills

Personal Qualities:

  Ability to demonstrate a passion for customer service

  Exceptional attention to detail, time management, and organizational skills

  You will love to problem solve and have a creative flare for innovation

  Ability to perform a wide variety of tasks and multi-task efficiently

  Professional demeanour

  Excellent written and verbal communication skills

  Ability to remain calm under pressure

  Feel comfortable working in a fast-paced environment

  Ability to build strong relationships with all stakeholders

  You will be a strong brand ambassador

EPIC Attributes:

Empowerment

  Set goals and monitor KPI’s for the direct reports. Assess results and adapt as necessary to ensure continuous improvement of team

  Enjoy working as part of a team to deliver results, learn and share knowledge

  Ability to collate and produce comprehensive reporting. 

Passion

  Provide guidance and support to other team members and departments

  Excellent attention to detail, time management and process management

Innovation

  Outstanding problem solving and interpersonal skills

  Self-directed and creative

  Contribute to the success of the team and by challenging and offer suggestions/ideas and feedback

Collaboration

  Work closely with all departments within EMEA to ensure superior customer support

  Work closely with peers to ensure consistency of service across all areas

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.