Customer Support Team Leader

CITY: Madison STATE: Wisconsin COUNTRY: USA Essential Functions (Responsibilities):
*Structure work, design efficient/effective work. Delegate decisions/empower employees.
*Select and develop employees. Select diverse, highly skilled people and provide developmental resources and opportunities. Mentor and assist employees in career planning.
*Inspire performance. Set goals and expectations. Monitor progress and course corrections. Reward outcomes.
*Establish team and individual goals in line with GEHC's business strategy.
*Ensure that call coaching occurs to support call quality.
*Ensure product and process complaints are accurately recorded into appropriate systems on a timely basis; ensure compliance with FDA, Health Protection Branch, and other applicable regulatory bodies.
*Manage appropriate feedback for resolution.
*Work with Technical /Product Support Team to resolve critical customer issues.
*Develop and maintain systems, such as standard operating procedures, software, and records


Qualifications/Requirements:
*BS/BA in Business Administration or related field or equivalent experience.
*Minimum of 5 years customer experience in the areas of sales, customer service, marketing, field service, technical support or quality assurance.
*High degree of proficiency with PC based applications and knowledge of mainframe information systems.


Desired:


General:
The primary function of this role is to provide strong leadership to one of two regional customer support teams. This role will focus on meeting customer's needs for after sales support, including placing orders, and service requests. The team leader's role is to ensure high levels of customer and employee satisfaction. These teams will be the main point of internal contact for US customers. This position will balance day-to-day activities, that is, handling incoming calls and collection efforts with leadership responsibilities, and managing performance


We offer a competitive salary, outstanding benefits package and the professional advantages of an environment that supports your development and recognizes your achievements. We are an Equal Opportunity Employer.