Lead Customer Service Specialist

Apyx Medical•Clearwater, FL

15d

About The Position

As the Lead Customer Service Specialist, you will be responsible for delivering service excellence to both internal and external customers while providing day-to-day leadership and guidance to support the customer service team while driving continuous improvement of processes, procedures, service, and support. The Customer Service Lead works closely with Sales, Finance, Marketing, and Shipping to ensure smooth operations, timely issue resolution, and a positive customer experience. This role also serves as the primary escalation point for complex customer and sales-related issues and supports training and onboarding of team members.

Requirements

Requirements are a bachelor’s degree with at least 3 years of customer service experience, or 5 or more years of directly related job experience.
Candidate must be proficient with Microsoft Office and have experience with databases.
Professional sales minded individual with excellent time management, communication, decision, making and organizational skills.
Ability to respond to common inquiries from members of the business community.
Ability to effectively present information to personnel of all level employees.
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Nice To Haves

Technical background/acumen is a plus.
SAP experience preferred.

Responsibilities

Lead and support the customer service team to ensure a seamless and consistent customer experience.
Serve as a primary point of escalation and subject matter expert for complex customer, distributor, and sales-related issues.
Act as a key point of contact and strategic partner for the sales team, proactively identifying service-related opportunities to improve sales effectiveness.
Provide coaching, mentoring, and day-to-day guidance to Customer Service Specialists, including reinforcing service standards and best practices.
Professionally handle incoming customer requests and escalations via phone and email, ensuring timely and accurate resolution.
Analyze trends in customer issues and service data and recommend and work with management to implement process improvements that will enhance efficiency and customer satisfaction.
Maintain advanced knowledge of company products, policies, and procedures and ensure team members are properly trained and informed.
Coordinate and oversee onboarding and offboarding activities for sales employees related to customer service needs (equipment, systems access, materials, business cards, etc.).
Manage and oversee sales employee inventory on a semi-annual basis and ensure compliance with company policies.
Assist management with workflow planning, coverage scheduling, and prioritization, particularly during peak periods such as month-end and quarter-end.
Must be willing and available to work late, particularly at the end of the month and end of quarters.
Must be available to travel up to 4x a year for national sales meetings, trade shows and any other applicable meetings
Other duties as needed.
Provides functional leadership to Customer Service Specialists, including training, coaching, and performance feedback.
Assists management with onboarding, cross-training, and skill development of team members.
May participate in performance evaluations and disciplinary processes in partnership with management and HR