Customer Service Lead

Atrium is seeking on behalf of our client a Customer Service Lead based in Princeton, NJ
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Location: Princeton, NJ

Employment Type: Full-time

Compensation: 60-70k

The Customer Service Lead will provide day-to-day leadership for the Customer Care team in a player-coach capacity. This role ensures operational excellence, process adherence, and timely resolution of customer and sales inquiries while actively participating in customer care activities. The position collaborates closely with internal teams to maintain service levels and deliver exceptional customer experiences. Must be legally authorized to work in the United States.

• Lead daily operations of the Customer Care team, ensuring efficient workflow and task allocation.
• Monitor call quality and compliance, providing coaching and feedback to team members.
• Analyze call volume and queue performance metrics to maintain service standards.
• Deliver training on products, systems, and customer care processes to enhance team capabilities.
• Serve as the escalation point for complex customer issues, ensuring timely resolution.
• Support field sales representatives with territory, client, and order-related inquiries.
• Maintain accurate pricing in ERP systems and oversee refund processing.
• Actively participate in customer care activities, including handling calls, processing orders, and managing returns.

• Proven experience in a team lead, supervisor, or senior customer service role.
• Strong background in regulated industries such as pharma, or medical devices
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• Proficiency with ERP systems and CRM software.
• Excellent verbal and written communication skills with the ability to manage escalated situations professionally.
• Analytical skills to interpret performance metrics and implement process improvements.

• Demonstrated success in a player-coach leadership style.
• Ability to develop and deliver effective training programs.
• Strong problem-solving skills and adaptability in a fast-paced environment.
• Collaborative approach with a focus on team development and continuous improvement.

• Additional training in customer service leadership or operations management is a plus.
• Familiarity with compliance standards in regulated industries.

If eligible under the ACA, medical, dental and vision benefits and time off in accordance with local paid sick time laws will be offered. Additional benefits may include paid holidays, a 401(k)-retirement plan, life insurance, disability coverage, and an employee assistance program, where applicable. Other compensation programs may include overtime, shift differentials, bonuses, commissions, or other incentive compensation, where applicable.

As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.

EOE/M/F/D/V/SO