Customer Service Team Lead

Company Overview

Hamilton Medical was founded in 1983 with a clear mission: to enhance the lives of patients on respirators and support the caregivers who serve them. Our focus is on developing ventilation technologies that prioritize safety, effectiveness, and lung protection. We are dedicated to easing the burden on healthcare professionals who work tirelessly every day, helping critically ill patients recover and regain their health. We are committed to helping medical teams deliver the best respiratory care ‑ to anyone, anywhere.

Responsibilities

Hamilton Medical is seeking a Customer Service Team Lead to oversee the handling of customer solutions and ERP order-entry of precision medical devices and consumables. This role is a combination of direct contribution (processing orders, answering phones, front desk coverage, etc.) and indirect contribution (leadership of the customer service team to complete daily tasks, ensure correctness of order processing, and prioritize and assign work to meet daily goals). This role ensures the key tasks, duties, and procedures are conducted efficiently and with strong adherence to quality standards. The Team Lead also evaluates their team members’ skill and growth opportunities and facilitates training of staff to ensure that an adequate knowledge and skill base is maintained. To be successful in this role, the Team Lead is expected to have strong leadership ability, time and resource management, and excellent communication skills. A strong candidate is flexible and can quickly pivot team assignments and their own activities to meet changes in customer needs and priorities. They do well at directing, coaching, and motivating members of the team to do their best and achieve success. The Team Lead also supports and drives a culture of positivity, respect, and transparency. This role reports to the Customer Service Manager.

 

Other Customer Service Team Lead responsibilities include: 

 

• Lead start-of-shift team huddles, communicate goals and expectations for the day, and serves as a liaison between departments (e.g., Production, Warehouse, Sales, Quality)
• Meets with each CS team member at a minimum of once per quarter for proficiency training, error review, and Q&A.
• Ensure CS procedures are up to date, including assisting with or leading the creation of new procedures as needed to ensure effective standards are in place
• Proficient at functional operations; including but not limited to, enter sales orders, create return orders, look-up pricing, and able to train new employees on CS tasks
• Ability to approach problems with vague or complex situations and organize a clear path forward. Openly communicates plans with their team and other departments as needed
• Strategizes project work with the Customer Service Manager to drive up efficiency and service level of the team. Supports and coordinates execution of tasks to achieve departmental goals
• Fields customer feedback and collaborates with other departments to brainstorm improvement ideas that result in a better customer experience with our products and services
• Strategizes with Customer Service Manager to maintain the cross-training matrix for the team and ensure sufficient backup coverage of all core skills and knowledge
• Demonstrates highly effective conflict resolution techniques to solve challenging customer needs or complaints. Answer incoming calls in a friendly and professional manner; direct phone calls as appropriate
• Ensure accuracy on customer purchase orders (shipping address, attention line, pricing, etc.)
• Send customer invoices via USPS mail, e-mail and customer service portals as requested.
• Set up new customer accounts in the ERP system and update CRM with buyer and AP contact information.
• Provide information to customers regarding their purchases; including but not limited to sales order confirmation, backorder detail, substitution information, tracking, proof of delivery and invoicing.
• Facilitate customer returns (RGA/RMA credit memo) and device trade-in credit memos
• Update the CRM with customer complaints or interactions with customers.
• Support Service and Demo departments for their order needs (billing, inventory transactions, processing of orders, etc.)
• Rotate staff to ensure reception desk coverage
• All other duties as assigned

Qualifications

• Strong proficiency in MS Word, Excel, and PowerPoint
• Familiarity with ERP, CRM, and other business enterprise software for order entry, management, etc.
• Strong Communication and interpersonal skills
• Ability to work within a team environment as well as individually
• Stable work history

Education/Experience

• High School Diploma, Associate’s degree preferred
• 1-6 years of experience with Hamilton Medical products and processes.

About Hamilton

• Diverse portfolio of exciting and innovative design projects
• Tremendous opportunities for professional growth
• Commitment to sustainable designt
• Competitive Compensation
• Excellent Benefit Package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and much more.
• Solid Stable Company
• Drug free workplace

Mid Salary