Customer Operations Team Lead
The Customer Operations Team Lead (COTL), serves as a leader for a group of Customer Operations Managers (COMs). The COTL reports to the Director of Customer Operations. This role is responsible for ensuring that the COMs in their team are working towards a common goal of providing excellent service to Controlant’s customers.
The COTL collaborates closely with Customer Success Managers, the Logistics team and other relevant parties within Controlant to ensure consistent and excellent customer service. The COTL coordinates with the Implementation Project Managers regarding how the COMs engage and collaborate on new projects.
Responsibilities include, but are not limited to:
- Coordinate internal resources to fulfil the customer expectations on operational issues.
- Delegate the tasks and activities of service operations among the COMs in their team.
- Monitor and help identifying the resources required to deliver service to the customers assigned to their team.
- Interface with clients, senior management, and internal teams to ensure service levels are met.
- Ensure that all tasks are executed effectively and on time.
- Ensure resource availability and allocation in cooperation with management and customer.
- Report and escalate to management as needed.
- Onboarding new employees, welcoming them to the team, and setting them up for success in their new role
- Conducting regular 1-on-1s
- Gives professional feedback regularly and in the moment
- Compliment the team members regularly and professionally
- Reviewing and approving timesheets and time-off requests
- Oversees work-life balance for all team members by distributing work equally and re-evaluating regularly
Requirements:
- Proven experience in customer service in the field of information technology or relevant industry.
- Ability to manage multiple projects and initiatives simultaneously.
- Educational background, preferably in a field related to the position and/or Controlant’s field of activities.
- Solid technical mind and understanding of technology.
- Excellent client-facing and internal communication skills.
- Excellent written and verbal communication skills.
- Strong organizational skills including attention to detail, multi-tasking, and the capability to embrace micro and macro point of view.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Preferably experience with Cloud-Based/SaaS solutions and/or services.
- English fluency.
Please submit CVs in English.
Who We Are:
At Controlant, we’re improving patient and consumer safety and reducing waste in the global supply chain. We’re building innovative cloud and IoT technologies that help businesses in the life sciences and food sectors gain more efficiency, deliver quality products at all levels of the cold chain, minimize global waste, and have a positive environmental impact.
What We Value:
Creativity: We believe in fostering creativity and innovation.
Transparency: We believe in transparency in our work and with our customers.
Excellence: We believe in high quality and setting the standard for excellence.
Fun: We believe in making work enjoyable; it keeps us coming back.
Controlant is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate.
Our Winning Aspiration is to be the leading platform for digitalization, automation, and transformation of the pharma supply chain. We innovate for a better world.
