About this role
About AeroSafe Global
At AeroSafe Global, we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industry's complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.
About the Role
The CSR Team Lead oversees a dedicated team of customer success representatives who are facilitating the return of the company’s leased assets for key accounts via outbound calls and/or email communication. They are responsible for overall performance of accounts assigned including daily assignments and allocation of workload in conjunction to monitoring team effectiveness. They will be responsible for ensuring the standard operating processes are being followed as well as contributing to continuous business improvements.
Salary Range & Benefits
Salary Range: $25 - $30 per hour, commensurate with experience.
Comprehensive Benefits Package
AeroSafe Global offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include employer contributions toward medical coverage, vision insurance, and a 401(k)-retirement savings plan, as well as:
- Dental insurance
- Life and AD&D insurance
- Voluntary benefits, including:
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Flexible Spending Accounts (FSA)
- Health Savings Account (HSA)
- Paid Time Off (PTO)
- 10 Paid Holidays annually
Responsibilities
- Deliver the highest level of Customer Service on a daily basis.
- Daily assignment & allocation of new cases
- Multi-task competing priorities in a professional and efficient manner.
- Train and provide feedback for team members on performance.
- Provide expertise and resolution to process deviations.
- Review and manage daily, weekly, and monthly metrics.
- Hold specific team members accountable to meeting daily, weekly goals.
- Analyze internal data to develop process improvements.
- Ensure customer service levels are always very high.
- Share daily reports, metrics, learnings with CSR team and Management.
- Communicate via phone & e-mail with clients that receive shipments in AeroSafe boxes to educate them on the program and establish ongoing contact information.
- Data integrity within company CRM
- Track, trace, document and arrange retrieval of AeroSafe boxes.
- Produce courier shipping documents and arrange pick-ups at customer sites.
- Collaborate with team members and coordinate solutions for customers.
- Prepare complete and accurate work including appropriate notating systems of actions taken.
- Establish and maintain good customer relations with both internal and external customers.
- Diffusing difficult customer situations.
- Other tasks as assigned.
Minimum Qualifications
- Outbound calling, or customer outreach experience
- Customer Service or Inside Sales experience
- Management/Supervisor experience
- Experienced in managing multiple projects at the same time.
- Associate degree, or applicable experience
- Customer Focus and service orientated.
- Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems.
- Persistence when specific tasks are challenging.
- CRM knowledge
- Experience with data analytics
- Customs experience
- Tolerance for repetitive work in a fast-paced, high production work environment
- Outstanding communication (written & verbal) is a must.
- Solid decision-making, problem resolution and creative thinking skills.
- Self-starter, motivated and driven to exceed goals.
- Strong computer navigation skills and PC Knowledge including experience with Excel.
Physical Requirements
While performing the duties of this position, the employee will frequently be required to:
- Sit for extended periods.
- Use hands and fingers to handle objects, tools, or controls, including repetitive motions.
- Communicate effectively by speaking and hearing.
The employee may occasionally be required to:
- Visual acuity
- Stand and walk.
- Reach with hands and arms.
- Bend, stoop, kneel, and crouch.
- Lift and/or move up to 10 pounds.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Tools & Equipment
- PC
- Printer
- Telephone
- Copier/scanner
- Other standard office equipment.
Work Environment
Normal office, manufacturing and warehouse environment.
Equal Employment Opportunity
AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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