About the job CUSTOMER SERVICE LEAD
The Customer Service Team Lead manages issue escalations for accounts seeking additional assistance, supports key accounts (distributors/enterprise/nuclear power plants) and manages the proactive account process (Instadose monitoring). This position utilizes strong problem-solving skills, a customer first mentality, and advanced knowledge of Mirion Dosimetry systems and departments.
JOB RESPONSIBILITIES, DUTIES & CORE FUNCTIONS
Planning, Organizing, and Implementing.
Leads and manages all aspects of complex customer service projects and initiatives. Motivates and directs internal project delivery team, sets goals, objectives and priorities, assigns and reviews work of team.
Sets challenging goals, produces quality work in a timely fashion and finds better/more efficient ways to do things.
Partners with Mirion leaders to assist in action plan development and implementation.
Identify and remove roadblocks or escalate barriers that hinder the progress of the effort.
Serves as the primary interface with key stakeholders on tasks, deliverables and issues regarding projects or activities.
Serves as an internal facilitator and coach for the team.
Approves and maintains time management system.
Modifying plans and objectives given changing priorities or environment.
Fostering flexibility and innovation within staff.
Support the team to meet internal and external customers needs and anticipating future needs.
Monitors service quality; initiates service improvement processes.
With the Manager, the Customer Service Team Lead, develops a clear sense of purpose within the team; validates the team has appropriate resources and information for high performance; communicates with others appropriately; listens and responds to team members; manage conflict situations effectively.
Leads and drives team members with customer white glove service approach.
Tracking and Reporting
On a daily basis, manages KPIs, updates LDM boards and creates new metrics as needed.
Conducts regular meetings, on-site and possibly offsite or remote, with customers and employees (internal/external departments) to review cases and customer issues; review open items and areas that help is needed.
Conducts observations and interviews as necessary to ensure customer success and sustainability.
Update visual control boards, key performance indicators or other designated performance dashboard.
Monitor open issues/cases and achieve, facilitate through others, or coach to appropriate closure.
Report monthly, or as designated, to senior management.
Demonstrates personal accountability.
Leadership and Training
- Expands the departments operations abilities by contributing to the formal and informal training of team members.
Partners with others to support staff education.
Organize training of the team to ensure capacity will meet current and future demand.
Ensure standard work is documented and utilized across the team.
Provides operations improvement expertise and education commensurate with personal experience and expertise.
Train and teach classes or workshops.
Prepares the department for change through accurate and timely communication.
Takes initiative and responsibility for actions.
Uses own judgment/insight to solve problems.
Identifies learning needs and creates/implements Learning Plans.
Maintains the confidentiality of information.
Holds and others accountable for ethical behaviors.
EDUCATION, KNOWLEDGE, & SKILLS
Education & Knowledge
Bachelors degree, preferred
Advanced customer service training
3-5 years of customer service/customer relationship management operations experience.
Experience and/or Trained in the Toyota Production System, Lean tools, Six Sigma certified, or process improvement
Knowledge experience with root cause analysis methodology
In depth knowledge of DSD systems, workflows, processes
- Skills
Self-directed, minimal supervision required
Demonstrated success facilitating teams on simple and complex projects or cross-functional problem
Advanced problem-solving skill set
Exceptional cross-functional collaboration in a team environment
Excellent interpersonal skills, commanding both strong verbal and written communication skills
Demonstrated ability to adapt to and manage change
Strong attention to detail
Exceptional follow up and follow through skills
Initiative to learn, apply, and grow new skills
Excellent reading skills
Strong listening skills
Strong data entry skills with attention to detail
Solid mathematical skills and/or ability to interpret invoices
A positive, proactive customer satisfaction mindset and attitude
Proficiency with common office software, such as Microsoft Office Suite; and hardware, such as a PC
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Since operations improvement and project management play an important role in supporting the tactical initiatives of Mirion technologies, it too must remain flexible in planning and allocation of the resources to support those initiatives. Therefore, the incumbent must be aware of the dynamics and be able to adapt to changes in his or her project roles and responsibilities. The incumbent must be able to assess the level of project support required by given initiatives and dynamically adjust his or her own behaviors to fit the appropriate role at the appropriate time.