Customer Service Team Lead

In addition to Customer Service Representative (CSR) responsibilities, the position provides support to help ensure MDL Logistics customers’ needs/requirements are met/exceeded. Oversees the daily objectives set by management and makes sure the daily department work objectives are completed. Contributes to a work team environment and interfaces with employees and customers. The position works with all divisions of the company and must be able to effectively interact with any level.

• Prioritize day-to-day client needs while balancing MDL resources.
• Assist and guide CSRs with client and internal communications, as well as WMS support.
• Identify CSR training gaps/opportunities.
• Work collaboratively with all departments to troubleshoot internal issues/challenges as they occur, as well as identify areas for improvement.
• Document customer service issues and work collaboratively with Operations, IT, and Sales teams to resolve issues through investigative steps and corrective/preventative measures.
• Support onboarding of new clients and/or customers.
• Assist with review and maintenance of vendor shipping and routing guides to ensure compliance.
• Lead joint meetings with clients to review performance and ongoing customer needs. Track action items discussed in meetings.
• Works with Manager to ensure implementation of new strategies and initiatives to effectively meet or exceed client expectations.
• Maintains quality by following good manufacturing practices (GMPs), and standard operating procedures (SOPs).

Cross training in additional duties may be needed.

Ability to lead and direct associates daily.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Diploma or GED equivalent required (Associate’s Degree or some college preferred). 1+ years of customer service experience in distribution/transportation or similar business environment.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and correspondence. Must be able to compile written communications such as emails, call notes, and work instructions.

Should be proficient with Microsoft Office, including the use of basic functions in Excel. Must be comfortable working within warehouse management system (WMS).

Ability to physically count, add, subtract, multiply and divide.

Ability to define problems establishes facts and draw valid conclusions. Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand (duration of the shift) and talk or hear.

The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required walk and reach with hands and arms.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Reports To: Pharma Operations Manager

Monday - Friday: 10:30 AM - 7:00 PM

Candidates must be flexible to work additional time as needed.