Customer Service Team Lead

Join our team and Be You Be Aptar.

Customer Service Team Lead

Beauty North America

Reports to: Customer Service Manager Beauty North America

Location: Hybrid from Cary IL (3 days/week in office)

The Customer Service Team Lead for Beauty North America will support ourCary ETN and QRO Customer Service Teams and will be responsible for supervising Customer Service Analysts (CSAs) and/or projects and work closely with the sales management and internal personnel to meet customer satisfaction expectations.

As a CUSTOMER SERVICE TEAM LEAD You Will:

Leadership

• Lead mentor and develop high-performing CSAs provide constructive feedback manage performance answer questions or assist with problem resolution and foster a positive team culture aligned with Aptar values.
• Experience in supporting strategic/key accounts.
• Be an escalation point for any customer issues working in conjunction with sales and CSAs.
• Have a deep understanding of Aptars products as well as customer service processes.
• Provide performance feedback with direct reports
• Provide recommendations with account assignments working in partnership with the Customer Service Manager.
• Partner with other Team Leads and CS Manager to develop monthly training sessions for the CS team and identify opportunities to streamline work processes within customer service working with other CS team leads to move identified initiatives forward.
• Lead and participate in cross-functional continuous improvement projects
• Quarterly meetings with account managers for feedback on CSAs
• Conduct annual performance reviews.
• Adhere to all system procedures and company policies/procedures.
• Maintain a clean and safe work environment following all safety regulations.

Strategic Thinking

• Customer-centric problem solving focused on the customers experience with Aptar.
• Work with Customer Service Manager to provide recommendations on service issues and team performance metrics.
• Assist direct reports to help identify customers ordering patterns/needs recommendations for stocking programs based on longer lead times etc.

Who We are Looking For

Education

• Preferred but not required: Bachelors Degree in a business related field such as Business Management Communications Finance Operations or Supply Chain Management

Experience

• Minimum 4 years of customer service experience required.
• Previous supervisory experience preferred.
• Experience supporting strategic and key accounts.

Required Skills

• Excellent interpersonal and communication skills.
• Detail-oriented quality-conscious and a self-starter with excellent organizational skills.
• Proficient in Microsoft Office strong Excel and SAP knowledge preferred.
• Courteous tactful and possesses excellent interpersonal and relationship-building skills.
• Ability to manage multiple priorities.

Who We are

At Aptar we leverage insights design engineering and science to develop drug and consumer product dosing dispensing and protection technologies for many of the worlds leading brands. Aptar in turn makes a meaningful difference in the lives looks health and homes of millions of patients and consumers around the world. Our innovations nasal drug delivery for emergency medicines precise fragrance applications mess-free ketchup dispensing for kids connected technologies that support patients in adhering to their treatments and much more

With manufacturing facilities across North America Europe Asia and South America and a dedicated team of over 13000 employees in about 20 countries Aptar is committed to creating impactful innovations for our customers and their consumers.

Our Culture

At Aptar our success is driven by the individuals who contribute their unique talents and perspectives every day. We believe that when you bring your authentic self to work we all thrive.

How We Support Our Employees

• An exciting diverse and value based working environment
• Award-winning corporate university offering personal development and training opportunities.
• Competitive base salary and performance-based bonus plan.
• Contribute to the communities where we reside.
• Innovative benefits plan which includes: 401k & Retirement Savings plan vacation medical dental vision life disability pet insurance wellness plan and generous paid maternity/paternity leave.

Aptar is an equal opportunities employer. We believe that a diverse workforce is key to our success. We welcome applications from all members of society irrespective of age sex disability sexual orientation race religion or belief.

Stay updated on career opportunities by following us on social media @AptarGroup!

In compliance with pay transparency requirements the salary range for this role is $75000 - $100000. This is not a guarantee of compensation or salary as final offer amount may vary based on factors including but not limited to experience and geographic location. Aptaralso offers a variety of benefits including health life and disability insurance 401(k) match and employer retirement savings contribution flexible spending accounts EAP education assistance parental leave paid time off company-paid holidays and more. The specific programs and options available to an employee may vary depending on location pay class or other factors