Customer Experience Team Lead
About The Position
The Customer Experience Team Lead is responsible for staff training, team communications, staff auditing and performance, and assisting the Supervisor or Manager with project management. The lead provides secondary support for inbound and escalated inquiries, processes transactions as needed, and helps oversee team members’ order processing, order auditing, and resolution of issues that may prevent orders from shipping. Limited offsite work and travel may be required. Under general supervision, the role processes customer requests related to product programs in a timely, accurate, and professional manner. The lead fosters positive customer and team interactions, builds strong relationships, and supports the growth of individual team members. The role includes coaching and performance feedback, tracking employee progress and metrics, and identifying development opportunities. Work must comply with Allergan’s internal policies and all applicable regulatory requirements, including those concerning ethics, environmental health and safety, finance, human resources, and general business operations. The position requires knowledge and experience in its discipline, with continued development of higher-level knowledge and skills. The role solves problems based on practice and precedent. The position typically requires 2–4 years of experience and a university degree or equivalent combination of education and experience. The stated hourly compensation range is USD 23.80–43.00. The company offers paid time off, medical, dental and vision insurance, and a 401(k) to eligible employees. The role is eligible to participate in short-term incentive programs.
Requirements
- Minimum 1–2 years of experience leading people in a customer service or customer-facing environment, and/or experience as a resource, subject matter expert, or in a related position.
- Ability to teach, facilitate, and solve problems creatively.
- Effective presentation, document-writing, and coaching communication skills.
- Excellent time-management skills.
- Ability to help assess organizational training and team needs.
- Ability to independently manage multiple competing priorities while maintaining excellent communication and customer service.
- Ability to perform accurate and complete work within deadlines, with or without direct supervision.
- Ability to take initiative and make decisions.
- Excellent skills with MS Office, including Word, PowerPoint, Outlook, and Excel.
- Ability to learn and adapt to new technologies and changing processes.
- Bachelor’s degree or equivalent experience in Business or a related field; alternatively, the education section states a university degree or equivalent combination of education and experience is required.
- Typically requires 2–4 years of experience.
Nice To Haves
- SAP, ERP, or business systems experience.
- Presentation experience using flexible delivery methods, including lecture, computer-based or computer-assisted instruction, facilitation, and cooperative learning, and related tools and technology.
- Medical device or pharmaceutical experience is strongly preferred.
Responsibilities
- Train staff and communicate with the team.
- Audit staff performance and assist the Supervisor or Manager with project management.
- Provide secondary support for inbound and escalated inquiries and process transactions as needed.
- Assist with oversight of team members’ order processing and order auditing, and resolve issues that may prevent orders from shipping.
- Process customer requests related to product programs accurately, promptly, and professionally.
- Build positive customer and team interactions and strong customer and team-member relationships.
- Conduct coaching sessions on computer and software use, interpersonal skills, quality and process issues, and product knowledge.
- Consult management, supervisors, and employees to identify ongoing training needs and understand changes in policies, procedures, regulations, business initiatives, and technologies.
- Report on employee progress and metrics and maintain performance records.
- Identify opportunities for team members’ skill development and career and personal growth.
- Provide coaching and performance feedback to customer experience representatives by analyzing daily metrics and reports.
- Ensure work complies with Allergan internal requirements and applicable regulatory requirements.
- Work offsite and travel on a limited basis when required.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k).
- Eligibility to participate in short-term incentive programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
