Customer Service Lead

Wellington Executive Search - Piscataway, NJ

Full-time - Mid Level

Remote - Piscataway, NJ

Administrative and Support Services

About the position

The Customer Service Leader (Assistant Manager level) will oversee a team of Customer Service Representatives (CSRs) in a hybrid work environment, ensuring efficient operations and high customer satisfaction within the pharmaceutical and food/nutritional/chemical ingredient industries. This role involves budget monitoring, sales order management, customer complaint resolution, and collaboration with various departments to meet sales targets and improve processes.

Responsibilities

• Monitor and prepare the budgets for Inside sales considering the current state of repeat business.
• Review pro-forma invoices and quotations prepared by CSR for conversion of sales orders.
• Monitor timely booking and error-free recording of sales orders as per defined timelines.
• Track customer complaints from the system and ensure timely resolution.
• Review customer complaints/queries regularly and manage escalations for closure.
• Lead and coordinate with various departments to ensure timely completion of orders during delays/escalations.
• Support Inside Sales in achieving defined sales targets.
• Coordinate with IT to ensure updates of SAP database including Customer Master and Product Master.
• Monitor the strike rate of shades, artwork & machine trial samples to analyze business trends.
• Ensure timely preparation and submission of reports required by internal stakeholders.
• Conduct internal audits and ensure compliance with defined SOPs as per Q&RA norms.
• Identify and assess customer needs to achieve satisfaction.
• Visit key customers to maintain relationships.
• Support, monitor, and improve sampling process, DSO, and dashboard order report activities.

Requirements

• Bachelor's degree required.
• Experience in the pharmaceutical and/or food/nutritional/chemical ingredient industry (B2B) required.
• Managerial experience overseeing a team of CSRs is required.
• Experience with SAP is desired.
• Hands-on experience with Power BI and/or SAP (HANA) is desired.
• Must live within commuting distance of Piscataway, NJ.

Nice-to-haves

• Experience with budget preparation and monitoring.
• Familiarity with internal audit processes and compliance standards.

Benefits

• Generous compensation package including base salary and annual bonus.
• 401K with company match.
• Generous PTO policy.
• Health insurance coverage.
• Dental insurance coverage.