Sales Marketing Select Category and delete this line
Blacksburg, VA
This is a Careers Position
Customer Service Team Supervisor
TechLab, Inc. develops, manufactures, and distributes medical diagnostic tests. This company places emphasis on science and collaboration with universities.
We are looking to add a Customer Service Team Supervisor to our team.
An employee in this position can expect to perform the following duties:
• This role supports Customer Service support for both TECHLAB and CTK Biotech products worldwide
• This role will also collaborate with the Denmark Customer Service team, which supports the SSI Diagnostica products worldwide
• Completes annual performance reviews for Customer Service/Inside Sales team and approves PTO and timecards.
• Supervise daily schedules of Customer Service/Inside Sales Representatives
• Ensure all department responsibilities are covered daily by managing rotating schedule and adjusting when necessary
• Monitor weekly shipments and provide regular updates to management
• Lead daily team calls with the operations and shipping departments
• Handle escalated questions/issues professionally and timely, notifying management when appropriate
• Participate in intercompany integration efforts when necessary
• Assume daily operations of the Customer Service Representative:
o Professionally handle customer inquiries by phone and email, identifying and escalating priority issues to management
Ensure that all orders are processed daily and appropriate follow-up information (i.e. shipping confirmation) is provided in a timely manner
Follow all documented processes and workflows to enhance the customer experience and build sustainable relationships
Identify customer needs/questions, clarify information, and provide solutions and/or alternatives, engaging with other teams as necessary
Resolve account collection issues, escalating to management and/or finance as necessary
Provide quotes to customers based on standard pricing tiers
Keep customer accounts current by updating databases during and after calls or emails
o Process orders and manage requests by distribution partners
o Act as a customer advocate throughout the organization in communication with other teams
• Onsite position in Blacksburg, Virginia
Tools and Equipment Used
• Microsoft Office Suite
• Salesforce.com
• Sage X3
Minimum Qualifications
• Associate degree or equivalent + 3 years of customer service experience
• 3 years of management experience
Preferred Qualifications
• Experience with Salesforce.com and/or Sage X3
• Excellent communication skills, competency in a foreign language is desirable
• Detail oriented with the ability to maintain a high degree of confidentiality
• Schedule flexibility
Interested candidates should send a resume to careers@techlab.com
Blacksburg, Virginia & Radford, Virginia EOE