Customer Service Team Lead

Aptar Group•Cary, IL

11d•Hybrid

About The Position

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.

Requirements

Minimum 4 years of customer service experience required.
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.

Nice To Haves

Bachelor’s Degree in a business related field such as Business Management, Communications, Finance, Operations or Supply Chain Management
Previous supervisory experience preferred.
Experience supporting strategic and key accounts.
Experience in supporting strategic/key accounts.
Have a deep understanding of Aptar’s products as well as customer service processes.
Quarterly meetings with account managers for feedback on CSAs.

Responsibilities

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.
Be an escalation point for any customer issues, working in conjunction with sales and CSAs.
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.
Conduct annual performance reviews.
Adhere to all system procedures and company policies/procedures.
Maintain a clean and safe work environment following all safety regulations.
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.