The Sales Operations Team Lead serves as the leader for new account onboarding, training, and sustainment. This role will manage issue escalations for new accounts and support SMOPs and key accounts (SMOPs/distributors/enterprise/nuclear power plants). The Sales Operations Team Lead will set up the customer for success before turning over to designated customer service representative. Also utilizes strong problem-solving skills, customer first mentality, and advanced knowledge of Mirion Dosimetry systems and departments.

JOB RESPONSIBILITIES, DUTIES & CORE FUNCTIONS

Planning, Organizing, and Implementing.

• Responsible for new account set up, onboarding, and sustainment of new customers.
• Manages new customer onboarding process; from initial contact, customer legal contracts, IT questionnaires, account set up and data entry.
• Leads and manages all aspects of complex customer service projects and initiatives.
• Motivates and directs internal project delivery team, sets goals, objectives and priorities, assigns and reviews work of team.
• Sets challenging goals, produces quality work in a timely fashion, and has an eye for process improvement.
• Partners with Mirion leaders to assist in action plan development and implementation.
• Identify and remove roadblocks or escalate barriers that hinder progress.
• Serves as the primary interface with key stakeholders on tasks, deliverables and issues regarding projects or activities.
• Serves as an internal facilitator and coach for the team.
• Approves and maintains time management system.
• Modifying plans and objectives given changing priorities or environment.
• Fostering flexibility and innovation within staff.
• Support the team to meet internal and external customers' needs and anticipating future needs.
• Monitors service quality and initiates service improvement processes.
• With the Director of Customer Service, develops a clear sense of purpose within the team; validates the team has appropriate resources and information for high performance; communicates with others appropriately; listens and responds to team members; manage conflict situations effectively.
• Leads and drives team members with customer white glove service approach.

Tracking and Reporting

• On a daily basis, manages KPIs, updates LDM boards and creates new metrics as needed.
• Conducts regular meetings, on-site and possibly offsite or remote, with customers and employees (internal/external departments) to review cases and customer issues; review open items and areas that help is needed.
• Conducts observations and interviews as necessary to ensure customer success and sustainability.
• Update visual control boards, key performance indicators or other designated performance dashboard.
• Monitor open issues/cases and achieve, facilitate through others, or coach to appropriate closure.
• Report monthly, or as designated, to senior management.
• Demonstrates personal accountability.

Leadership and Training

• Expands the department's operations abilities by contributing to the formal and informal training of team members.
• Partners with others to support staff education.
• Organize training of the team to ensure capacity will meet current and future demand.
• Ensure standard work is documented and utilized across the team.
• Provides operations improvement expertise and education commensurate with personal experience and expertise.
• Train and teach classes or workshops.
• Prepares the department for change through accurate and timely communication.
• Takes initiative and responsibility for actions.
• Uses own judgment/insight to solve problems.
• Identifies learning needs and creates/implements Learning Plans.
• Maintains the confidentiality of information.
• Holds self and others accountable for ethical behaviors.

EDUCATION, KNOWLEDGE, & SKILLS

Education & Knowledge

• Bachelor's degree, preferred
• Advanced customer service training
• 3-5 years of customer service/customer relationship management operations experience.
• Experience and/or Trained in the Toyota Production System, Lean tools, Six Sigma certified, or process improvement
• Knowledge experience with root cause analysis methodology
• In depth knowledge of DSD systems, workflows, processes.

Skills

• Self-directed, minimal supervision required
• Demonstrated success facilitating teams on simple and complex projects or cross-functional problem
• Advanced problem-solving skill set
• Exceptional cross-functional collaboration in a team environment
• Excellent interpersonal skills, commanding both strong verbal and written communication skills
• Demonstrated ability to adapt to and manage change
• Strong attention to detail
• Exceptional follow up and follow through skills
• Initiative to learn, apply, and grow new skills
• Excellent reading skills
• Strong listening skills
• Strong data entry skills with attention to detail
• Solid mathematical skills and/or ability to interpret invoices
• A positive, proactive customer satisfaction mindset and attitude
• Proficiency with common office software, such as Microsoft Office Suite; and hardware, such as a PC

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Requirements

• The nature of this role is mainly sedentary, with long periods of sitting. However, light physical effort equal to lifting or moving of lightweight materials may be necessary
• Standing, bending, and reaching may be required
• Must occasionally lift and/or move up to 25 pounds

Work Environment

• The noise level in the work environment is usually medium
• Exposed to any number of elements but with none present to the extent of being disagreeable