Biotech Customer Service Team Lead

MMQCI; Saco (ME); On-site; USD 82,667,000 - 157,053,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings plan

Company profit sharing program

Paid time off including vacation, holi

Paid Parental Leave Program

Job summary

MMQCI in Maine is seeking a Customer Service Supervisor to lead the daily customer service operations, oversee training, and coordinate cross-functional efforts across Manufacturing, R&D, and QA/RA. The role focuses on accurate order processing, timely customer responses, and continual process improvements within the QMS.

Responsibilities include mentoring the team, maintaining SOP compliance, and optimizing shipping and customer interactions while ensuring quality standards and a positive

Qualifications

• B.A. or B.S. with 4 years of work experience in a business or science field, or an A.S. degree and a minimum of 5 years of experience in customer service in a professional setting.
• A minimum of 2 years’ experience as a team lead or supervisor.
• Experience onboarding and training new employees.
• Demonstrated ability to lead, coach, and motivate a team in a professional customer service environment.
• Experience scheduling work, assigning tasks, and balancing team workloads.
• Contributes to a positive customer experience by maintaining professionalism and strong communication skills.
• Familiarity with medical or clinical laboratory practices preferred.
• Clear, concise communication skills, written and oral, and excellent computer skills.

Responsibilities

• Schedules and coordinates the daily Customer Service activities including order processing, phones, emails, and shipping tasks.
• Ensures that work is done correctly, i.e., workflows and processes are followed according to Standard Operating Procedures (SOP’s).
• Works closely with the Customer Service Manager to provide feedback on the Customer Service team’s quality and performance.
• Oversees the Customer Service training program; assigns trainers to new employees, schedules in-services, and maintains training documentation.
• Mentors team on MMQCI quality and meeting customer expectations.
• Responsible for maintaining safe work areas and works with the MMQCI Safety Committee.
• Serves as a resource to the Customer Service team to resolve complex customer issues.
• Collaborates cross-functionally with MMQCI Manufacturing, Research and Development (R&D), and Quality Assurance/Regulatory Affairs (QA/RA) teams.
• Processes customer orders accurately and efficiently while also reviewing for completeness and compliance with procedures.
• Responds promptly to customer inquiries regarding MMQCI products, components, and pricing via phone and email.
• Coordinates global shipping which may encompass finding new carriers due to pricing increases and/or remote locations, dry ice restrictions, and resolving customs issues while making sure product storage conditions are being met.
• Accurately records and maintains customer interactions within the customer database.
• Receives incoming critical and noncritical shipments and support inventory management processes as needed.
• Applies knowledge of the QMS to assist with change orders, process improvements, and corrective actions.
• Attends inter-departmental meetings such as the Planning and Customer Complaint meetings

Skills

Team leadership

Customer service

Scheduling

Training

Communication

Microsoft Office

Shipping platforms

Education

Bachelor's or AS with experience

Tools

MS Excel

Job description

MMQCI in Maine is seeking a Customer Service Supervisor to lead the daily customer service operations, oversee training, and coordinate cross-functional efforts across Manufacturing, R&D, and QA/RA. The role focuses on accurate order processing, timely customer responses, and continual process improvements within the QMS.

Responsibilities include mentoring the team, maintaining SOP compliance, and optimizing shipping and customer interactions while ensuring quality standards and a positive