Customer Service Team Lead

Join our team and Be You Be Aptar.

Customer Service Team Lead

Beauty North America

Reports to:

Customer Service Manager, Beauty North America

Location:

Hybrid from Cary, IL (3 days/week in office)

The Customer Service Team Lead for Beauty, North America will support our Cary, ETN and QRO Customer Service Teams and will be responsible for supervising Customer Service Analysts (CSAs) and/or projects and work closely with the sales, management and internal personnel to meet customer satisfaction expectations.

As a CUSTOMER SERVICE TEAM LEAD, You Will:

Leadership

* Lead, mentor, and develop high-performing CSAs, provide constructive feedback, manage performance, answer questions or assist with problem resolution, and foster a positive team culture aligned with Aptar values.

* Experience in supporting strategic/key accounts.

* Be an escalation point for any customer issues, working in conjunction with sales and CSAs.

* Have a deep understanding of Aptar's products as well as customer service processes.

* Provide performance feedback with direct reports

* Provide recommendations with account assignments, working in partnership with the Customer Service Manager.

* Partner with other Team Leads and CS Manager to develop monthly training sessions for the CS team and identify opportunities to streamline work processes within customer service, working with other CS team leads to move identified initiatives forward.

* Lead and participate in cross-functional continuous improvement projects

* Quarterly meetings with account managers for feedback on CSAs

* Conduct annual performance reviews.

* Adhere to all system procedures and company policies/procedures.

* Maintain a clean and safe work environment following all safety regulations.

Strategic Thinking

* Customer-centric problem solving focused on the customer's experience with Aptar.

* Work with Customer Service Manager to provide recommendations on service issues and team performance metrics.

* Assist direct reports to help identify customers' ordering patterns/needs, recommendations for stocking programs based on longer lead times, etc.

Who We are Looking For

Education

* Preferred, but not required:
Bachelor's Degree in a business related field such as Business Management, Communications, Finance, Operations or Supply Chain Management

Experience

* Minimum 4 years of customer service experience required.

* Previous supervisory experience preferred.

* Experience supporting strategic and key accounts.

Required Skills

* Excellent interpersonal and communication skills.

* Detail-oriented, quality-conscious, and a self-starter with excellent organizational skills.

* Proficient in Microsoft Office, strong Excel and SAP knowledge preferred.

* Courteous, tactful, and possesses excellent interpersonal and relationship-building skills.

* Ability to manage multiple priorities.

Who We are

At Aptar, we leverage insights, design, engineering and science to develop drug and consumer product dosing, dispensing and protection technologies for many of the world's leading brands. Aptar in turn makes a meaningful difference in the lives, looks, health and homes of millions of patients and consumers around the world. Our innovations nasal drug delivery for emergency medicines, precise fragrance applications, mess-free ketchup dispensing for kids, connected technologies that support patients in adhering to their treatments and much more

With manufacturing facilities across North America, Europe, Asia, and South America, and a dedicated team of over 13,000 employees in about 20 countries, Aptar is committed to creating impactful innovations for our customers and their consumers.

Our Culture

At Aptar, our success is driven by the individuals who contribute their unique talents and perspectives every day. We believe that when you bring your authentic self to work, we all thrive.

How We Support Our Employees

* An exciting, diverse and value based working environment

* Award-winning corporate university offering personal development and training opportunities.

* Competitive base salary and performance-based bonus plan.

* Contribute to the communities where we reside.

* Innovative benefits plan which includes: 401k &…