Specialist Success Team Lead – 12 Months Maternity Cover
Reporting directly to the Customer Service Manager, you will be a highly motivated person with strong commercial acumen and a driving passion for customer success.
In this role, you will ensure the highest level of customer engagement, working in partnership with your team and stakeholders across the Covetrus business. Support the evolution of an industry-leading Specialist Success function, with customer satisfaction at its core.
About the role:
Leading a team of associates, ensuring the daily requirements of the business are fulfilled.
Managing time & holidays ensuring continuity of service to customers and avoiding any drop in service levels.
Lead by example, offering support; motivation and encouragement for personal development to individual team members. Supporting them to reach departmental and personal objectives set by the Customer Service Manager.
Developing outbound engagement activities to support the wider business strategies, in collaboration with the Customer Service Manager.
Work in collaboration with other Covetrus associates to resolve complex customer issues, providing swift resolution and escalation where necessary to ensure customer satisfaction.
Communicating regularly at all levels, ensuring the Customer Service Manager is briefed on major issues – and your team are updated on relevant information to offer the best service to customers.
Supporting the delivery of Customer Excellence Commercial Alignment Priorities: including the management of projects assigned to you, working cross functionally to ensure their success.
Reporting regularly on defined Key Performance Metrics for the Customer Success Function, tracking and monitoring progress and suggesting improvements to process to drive positive change.
Continually reviewing processes within the team in order to improve efficiency, ensuring team members are trained when changes occur: and appropriate documentation is recorded.
Ensuring adherence to company HR Policies and Procedures – liaising with the HR Department to record all sickness, absence and return to work interviews.
About you:
Experience: Significant experience in a highly commercial customer service or internal sales department – within a sales focused organisation.
Education: Educated to a minimum higher level or equivalent.
Specialised Knowledge and Skills: Experience and knowledge of the veterinary profession or animal health market. Be fully adept with Microsoft Office packages; familiarity of in-house bespoke systems and Salesforce CRM. Excellent interpersonal and communication skills
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.