Customer Service Teamlead

Company Overview

Natus Sensory has been dedicated to supporting clinicians for over 80 years by providing high-quality sensory diagnostic and therapeutic solutions. These tools are designed to enhance workflow efficiency for sensory specialists, ensuring patients receive accurate care and peace of mind.

Key Responsibilities

• Maintain compliance with Quality System procedures relevant to this role, impacting the quality of products and services delivered to customers.
• Manage the customer service inbox by handling customer purchase orders, inquiries, and communications from international sales representatives and other departments within the assigned territory; provide backup assistance to colleagues as needed.
• Accurately input customer orders and process them following established Customer Service protocols.
• Generate invoices for distributors or end users to facilitate order placement.
• Conduct Export Compliance verifications using the OCR Ease system per standard procedures and assess customer Letter of Credit terms and conditions for approval.
• Prepare international shipping documents such as Commercial Invoices, Shipper's Letter of Instruction (SLIs), Automated Export System (AES) forms, and other required paperwork promptly according to departmental guidelines.
• Collaborate with Sales and Marketing, Shipping, Manufacturing, Regulatory Affairs/Quality Assurance, and Finance teams to coordinate product delivery.
• Work with freight forwarders to address and resolve customs-related issues.
• Manage Return Merchandise Authorizations (RMA) and customer complaints in line with departmental policies.
• Authorize shipments through the Agile system as directed by Regulatory Affairs for order dispatch.
• Review daily reports on shortages and wire transfers, taking necessary follow-up actions.
• Delegate tasks within the team, monitor the Customer Service dashboard, highlight concerns to the Customer Service Manager, and support the sensory team.

Supervisory Duties

Lead the Customer Service department by managing recruitment, training, performance evaluations, disciplinary actions, and resolving employee concerns per organizational policies and legal requirements.

Qualifications and Experience

• Between one to three years of relevant Customer Service experience or training.
• Experience in a manufacturing setting and/or within the medical device or pharmaceutical industries is preferred.
• Excellent verbal and written communication skills enabling effective interaction with customers, colleagues, and management across departments to ensure positive customer outcomes.
• Strong multitasking capabilities, ability to perform under pressure, sound decision-making skills, and exceptional attention to detail.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Ability to work independently with minimal supervision.
• Capability to build and maintain strong relationships with customers, sales teams, and internal departments; networking and influencing skills are advantageous.
• Additional spoken languages would be beneficial.

Compensation and Benefits

In addition to a competitive salary and bonus package, the company offers a robust benefits plan including Health and Life Assurance, a defined contribution pension scheme, an active sports and social club, flexible work locations and hours where applicable, excellent career growth opportunities, free parking, and educational support.

Equal Opportunity Employer Statement

Natus Sensory is committed to being an equal opportunity employer. All eligible applicants will be considered without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other legally protected factor.