Customer Engagement Team Lead

Cambridge Isotope Laboratories, Inc. (CIL) is searching for a Customer Engagement Team Lead to join our Sales and Marketing department in our Tewksbury, MA location. This position is a hybrid role.  The Customer Engagement Team Lead will directly supervise 5-6 members of the Global Customer Engagement Team.  This role will include management of staff members, training, development, and management of day-to-day functionality.  The Team Lead will support all team goals in pursuit of delivering best-in-class customer service and will have functional responsibilities throughout the quote to cash process including the processing of quotes and orders.  This role will serve as the primary back up for the Global Customer Engagement Manager (GCEM) for workflow related approvals, escalation of customer requests, staff oversight and execution of team goals and objectives. 

CIL is the global leading company in a highly technical, extremely fast-growing industry and is a critical supplier to several scientific and high technology markets.  CIL's growing customer base spans academia, pharmaceutical, medical diagnostic and semiconductor industries enabling collaborations with Nobel laureates, industry-leading scientists, and chemists. CIL partners with leading instrument manufacturers as well pioneering research groups that have expertise in product development and drive market growth. CIL is a subsidiary of the Otsuka Pharmaceutical Group and has had consistent growth for over 40 years.

Responsibilities

• Day to day oversight of fundamental team performance and transactional accuracy including coordination of workload/necessary backup for all designated territories.
• Engage with other departments collaboratively to address customer needs and issues.
• Participate in direct, transactional support (quote/order entry) for designated accounts or as required based on volume of workload within the department. 
• Support ERP system maintenance related to contract pricing and sales agreements internally and via external portals (Jaggaer, Genentech).
• Participate in collecting, monitoring, summarizing and addressing inbound customer survey information with the goal of continuously improving the CIL customer experience. 
• Assist Inside Account Managers within the team to manage open orders, eliminate roadblocks, improve order fulfillment timeliness, and escalate accordingly to Supply Chain management and Sales staff.
• Assist with troubleshooting across departments to address order related delays in conjunction with supply chain, shipping, and purchasing departments.
• Act as a pricing lead for the Customer Engagement Team.  This includes training for quote generation, accuracy, and timely quote completion.
• Working with continuous improvement manager, execute related initiative with team members.  Participate directly in enhancing team wide knowledge and measuring improvements. 
• Perform any other related work or projects as required (i.e. solvent stockroom business, D365 testing, preferred vendor).
• Act as primary back to the GCEM in the event of absence. 
• Monitor team performance and provide relevant reports to management.
• Take ownership of workflow related approvals in ERP, specifically new account approvals, discounting approvals, general customer questions and escalations.
• Act as primary contact for new hires.
• Develop, implement, and communicate strategies and initiatives to improve customer satisfaction and related metrics.
• Identify areas for overall process improvement across all functional areas of the department and facilitate implementation.

Requirements

• Bachelor's Degree, life sciences focus is preferred.
• 5+ years of experience in a customer facing or revenue generating role.
• 2+ years of experience in a team leadership or supervisory role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle complex customer inquiries and issues, willingness to escalate accordingly.
• Strong problem-solving and decision-making abilities acting as a customer advocate.
• Knowledge of Salesforce and/or D365 ERP platforms are a plus.
• Proficient in Microsoft Office Suite.
• Strong attention to detail, organization, ability to manage multiple demands, work with established deadlines and follow tasks through to completion.

Benefits

CIL and CIS offer a competitive salary and comprehensive benefits including generous paid time off, Long Term Incentives, 6% matching 401K plan and health insurance with no in-network deductible.

CIL is an EEO/Affirmative Action employer.

Learn more about us on our website: www.isotope.com

About Us:

Cambridge Isotope Laboratories, Inc. (CIL) is the world’s leading producer of stable isotopes and stable isotope-labeled compounds. With approximately 750 employees and laboratories in four countries, CIL specializes in the process of labeling biochemical and organic compounds with highly enriched, stable (nonradioactive) isotopes of carbon, hydrogen, nitrogen and oxygen. Our chemists substitute common atoms (e.g., 1H, 12C, 14N, 16O) with rare, highly valued isotopes (e.g., 2H or D, 13C, 15N, 18O) so that the final product can be readily measured or traced using mass spectrometry (MS) or nuclear magnetic resonance (NMR). CIL’s products are utilized in laboratories, medical, government and academic research centers and health care facilities worldwide.

We are proud that CIL products have contributed to medical advancements in cancer research, new-drug development, environmental analysis, and medical diagnostic research. In the past decade, as the fields of proteomics and metabolomics have developed as leading techniques for determining biomarkers for disease presence, progression and the monitoring of therapeutic response, CIL has worked closely with industry leaders and researchers to provide the stable isotope-labeled tools needed for improved quantitation and qualification of complex biological systems.

After decades of research, stable isotopes have found their place in an ever expanding commercial scale applications in pharmaceuticals, semiconductors, flat panel displays as well as other high technology fields specifically with deuterium oxide (D2O) and deuterium gases. Pharmaceutical companies have begun to investigate deuteration of molecules that may provide advantages over their existing nondeuterated counterparts. In addition, increasing research into the potential medical advantages of new deuterated drugs is also occurring. In high technology, deuterated organic molecules and deuterium gas are commonly used in the manufacturing of microelectronics and OLEDs, which contribute to the increased lifetime of the devices.

Learn more about us on our website: www.isotope.com