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Team Leader Customer Service (Uppsala, Sweden)

09 October 2017

Your main responsibility as Team leader for Customer Service at Biotage Europe is to lead and develop daily operations at Biotage Customer Service team in Uppsala. With overall goal to develop customer interactions to secure order management and an overall high customer support satisfaction for our installed base customers in Europe. We are in the start for a transformation phase with goal to set a new level of customer support to our customers by identifying and implementing new processes and tools within our support functions.

We offer a collaborative creative global work environment with stakeholders in EU market for field sales, Customer Support center, Research & development and finance departments. Field support manager reports to EU sales and Service Support Manager. Position based at Biotage Headquarters in Uppsala, Sweden.

Job scope outline

  • Your principal duties are to lead and manage daily activities within customer service to manage our key processes: Order management, lead management, Questions, internal field support, Quotes, customer complaints, invoicing, and customer agreements.
  • As team leader, you will be Coaching team to develop and increase individual skill levels, be on top of processes and perform normal daily tasks as one of the team member with assigned responsibility area.
  • You will drive team meetings, change implementations, address and regular follow up on open identified topics.
  • You will drive collaboration with EU functions to align and be part of designing workflow and set ownership of processes to achieve a smooth process for our customers, internal as external.
  • Manage and develop common tools for customer support teams to simplify processes and enhance customer experience.
  • Identify creative solutions to set a new support standard to meet and overachieve customer expectations.
  • Monitor, investigate, report and execute progress toward team goals and KPI:s
  • No direct reports, but you will collaborate with EU Sales and service support manager to identify gaps and development paths for each member (4).

Education and Experience

  • Work experience from customer support role.
  • Work experience as team leader with documented result.

Required Qualifications

  • Experience to drive and coordinate a support team with proven result.
  • Experience from technical call center managing dispatch of field engineers is an advantage.
  • Proven experience of customer relations where achieving high customer satisfaction.
  • Experience with inside sales processes (contract and consumables) is preferred.
  • Ability to communicate effectively well with customers and peers and colleagues, in order to ensure team, company and customer success.
  • Have lead and set up motivated team to achieve efficiency in support.
  • A reliable team player with strong interpersonal skills
  • Process orientated, able to drive change.
  • Fluent in English written and verbally, additional languages is positive.

Further Information

EU Sales & Support Jan Rensberg at +46 18 565757 or jan.rensberg@biotage.com

HR Director Cecilia Hållner at +46 709 504 100 or cecilia.hallner@biotage.com

Application

Submit your application to jobbet@biotage.com no later than October 22nd. Selection and interviews will take place on an ongoing basis throughout the application period.

About Us

Biotage offers solutions, knowledge and experience in the areas of analytical chemistry, medicinal chemistry, peptide synthesis, separation and purification. The customers include pharmaceutical and biotech companies, companies within the food industry and leading academic institutes. The company is headquartered in Uppsala and has offices in the US, UK, China, South Korea and Japan. Biotage has approximately 330 employees and had sales of 668 MSEK in 2016. Biotage is listed on NASDAQ Stockholm.