Customer Service Team Lead

WHO ARE WE?

At Aptar, we use insights, design, engineering and science to create innovative packaging technologies that build brand value for our customers, and, in turn, make a meaningful difference in the lives, looks, health and homes of people around the world.

Every day, Aptar creates “a-ha moments” for its customers and their consumers and patients by continually bringing innovations to market that convert non-dispensing packaging into breakthrough product-dispensing systems, including those that give people more effective ways to put on their favorite fragrance, kids the opportunity to pour ketchup without making a mess and patients connected technologies that help them more easily adhere to treatment.

We have manufacturing facilities in North America, Europe, Asia and South America and over 14,000 dedicated employees in 20 different countries.

YOU SHOULD WORK HERE BECAUSE WE

• Attract and develop high performing people.
• Promote a diverse and inclusive work environment.
• Allow for failure by allowing people to make mistakes through an open and trusting environment.
• Invest in the development of employees through local, regional and global career opportunities.
• Contribute to the communities where we reside.

SUMMARY

We have an exciting position open in Mukwonago, WI: Customer Service Team Lead (Hybrid between onsite in Mukwonago and remote)

Responsible for the management, coordination, and development of customer accounts. The Team Leader will supervise Customer Service Representatives (CSRs) and/or projects and work closely with the Sales, Management, and Internal Personnel to meet customer satisfaction expectations.

JOB DUTIES

• Supervise CSR’s day-to-day activities, answering questions or assisting with problem resolution and /or projects.
• Develop CSR’s in creative problem-solving techniques, if applicable.
• Conduct performance appraisals for and oversee corrective action efforts of the CSR Service Group, if applicable.
• Identify key opportunities required to either answer customer needs or improve the group efficiency.
• Oversee training of newly hired CSRs, if applicable.
• Recommend, develop, and oversee development of CSR Group goals.
• Maintain pricing and Customer Service system integrity for Accounts.
• Recognize, recommend, and implement system enhancements related to pricing and/or Aptar business initiatives.
• Provide back-up as necessary with customers, sales personnel, and internal personnel.
• Identify opportunities to streamline work processes within Customer Service. Work with other CS Team Leaders to move identified initiatives forward.
• Work with Sales and Key Customer Accounts to identify and move forward opportunities to further integrate customer service at these accounts.
• Work with Sales Manager to identify Customer Service needs required on an overall market level. As a result, develop and implement strategy to move them forward.
• Represent Customer Service needs internally and work inter-departmentally to address them.
• Develop and implement inside sales strategy supporting growth at accounts. Assume accountability for success/failure of plan.
• Provide account management on a day-to-day basis, as needed.
• Manage sales aspects of second-to-third tier accounts. This includes assuming responsibility for pricing, sales level contact, and any needs required to support growth at these identified accounts.
• Support and adhere to all system procedures and Company policies / procedures.
• Maintain a clean and safe work environment. Follow all safety regulations.
• Lead cross-functional Continuous Improvement (CI) initiatives.
• Perform other related duties assigned.

REQUIRED QUALIFICATIONS

Education

• Preferred: Bachelor’s Degree in a business-related field such as Business Management, Communications, Finance, Operations, or Supply Chain Management

Experiences

• A minimum of 4 years Customer Service experience required.
• Previous supervisory experience preferred.
• Experience in inside sales preferred.

Skills

• General knowledge of mainframe and personal computers.
• Excellent interpersonal and communication skills.
• Detail-oriented, quality conscious, and a self-starter with organizational skills.
• Proficient in Microsoft Windows operating system, including Microsoft Office Applications and Outlook.
• Courteous, tactful, and possesses excellent interpersonal and relationship building skills.
• Able to manage multiple priorities.
• Represent Distribution, Customer Satisfaction, in meetings with customers as required.

What we offer:

• 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].

Be You. Be Aptar

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.

**Climate Controlled + Safety Shoe Subsidy*

Nearest Major Market: Waukesha
Nearest Secondary Market: Milwaukee