Logistics & Customer Services Team Leader

Logistics & Customer Services Team Leader

Bathgate, West Lothian

Permanent

LumiraDx is a medical technology company developing, manufacturing, and marketing smart connected diagnostics and diagnostic-led care solutions. Founded in 2014 by entrepreneurs with a successful track record in building and scaling medical diagnostics and health IT businesses, the company has major operations in the UK and the USA and is supported by a global sales network, LumiraDx is a high growth organisation.

We have recently launched the innovative LumiraDx Platform, and are looking for proactive, experienced, focused, and enthusiastic individuals who can make a significant contribution to the continued growth and success of our dynamic and forward-looking company.

The Opportunity

The main purpose of the role is to liaise between customers/affiliates and cross-functional teams to support the order to cash process; Moreover, it is an integral part of the role to support the creation and development structure; also through functional leadership. You will be expected to ensure customers’ orders are fulfilled and there are no issues with paperwork and customs clearance, governance, and export-related paperwork.

Scope of the role:

• Lead Customer Service & logistics function.
• Ensure fulfillment of goods in a timely and regulatory compliant manner
• Ensure staff are trained to export standards & customer service best practice is followed.
• All paperwork must be correct and compliant on all shipments and OTIFs met for daily shipments.
• Direct Customer Interaction, handling and resolving inquiries, complaints, and feedback (e.g. inbound and outbound calls, e-mails, chat)
• (Export) Sales Order Processing, incl. preparation of customs relevant shipping documentation.
• Coordinating product-flow relevant tasks cross-functionally; liaising between:
  • Customers
  • Supply Chain
  • Sales teams
  • External Service providers
• Tier 1 and Tier 2 Service Complaints management
• Tier 2 back up Technical Service
• Management of open cases towards completion with Tier 3 and 4 resources
• Setting up and implementing standardized ways of working in Customer Services (e.g. Case Management, use of NetSuite ERP)
• Roll-out support of new processes to international affiliates
• Creation and continuous improvement of Customer Service Process documentation (Standard Operating procedures and Work instructions)

Essential Experience:

• Experience in customer service, 4 or more years (Life Sciences & Healthcare would be a plus)
• Experience with Export processing & International Trade
• Experience with ERP & CRM systems (NetSuite or similar)
• Strong team worker
• Experience in dealing with complaints
• Customer-focus orientated approach

Responsibilities:

• Execution of tasks in scope & processes against set targets and measures
• Support the company’s continuous improvement process
• Export of goods globally
• Excellent customer service at all times.

Quality / Regulatory Compliance:

• Liaises with local QA team for the release of products into finished goods
• Ensures products are on approved countries matrix for shipping
• Ensures customers regulatory requirements are met

At LumiraDx, diversity and inclusion are part of who we are. LumiraDx is committed to inclusion across race, colour, religion, age, gender, sexual orientation or identity. We celebrate uniqueness and believe diversity drives innovation. LumiraDx seeks to deliver high quality, affordable medical diagnostics and healthcare services accessible to everyone around the world, and we wish to reflect a global multi-cultural approach across our business

Please note, if you wish to submit an application for this role, please consider the following information

This vacancy is open to internal and external candidates. If you are an internal candidate, please notify your line manager before you submit your application. If you’re successful, you may be subject to all or some of the LumiraDx standard pre-employment checks.

Criminal records data is processed as part of our recruitment and selection processes and, where necessary, in the course of employment, we verify that candidates are suitable for employment or continued employment to comply with legal and regulatory obligations to which the company is subject.

LumiraDx places a high level of importance on its responsibilities for information security and privacy and has put in place an information security management system to ensure that the company and its staff maintain the highest standards with respect to data protection and information security. All staff are responsible for information security and therefore must understand and comply with the Company’s information security policies, procedures, and guidance.