Aptar Group

Customer Service Team Lead

Aptar Group • $75K — $100K *
Cary, IL 60013In-Person
Business Services
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 4+ years of experience in customer service
  • Preferred supervisory experience in a relevant field
  • Experience supporting strategic or key accounts
  • Strong proficiency in Microsoft Office and Excel, SAP knowledge preferred
  • Excellent interpersonal, communication, and organizational skills

Responsibilities

  • Lead, mentor, and develop high-performing Customer Service Analysts (CSAs)
  • Act as an escalation point for customer issues
  • Collaborate with management to streamline customer service processes
  • Conduct training sessions and identify improvement opportunities
  • Participate in cross-functional projects for continuous improvement
  • Conduct annual performance reviews and provide constructive feedback
  • Maintain compliance with company policies and safety regulations

Benefits

  • Hybrid work model with three days in office
  • Opportunity for professional development and training
  • Supportive team culture aligned with company values
  • Engagement in cross-functional projects for broader impact
  • Flexible problem-solving environment focused on customer experience
Full Job Description
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 our Cary, 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 Aptar's 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 customer's 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: Bachelor's 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.

About Aptar Group

AptarGroup, Inc. is a global leader in the design and manufacturing of a broad range of drug delivery, consumer product dispensing and active packaging solutions. Aptar's headquarters are located in Crystal Lake, Illinois. The company was founded in 1992 as a spin-off from the Illinois Tool Works (ITW) company. Aptar's mission is to be the global leader in innovative dispensing, drug delivery and active packaging solutions. The company's vision is to be the recognized global leader in the markets it serves, providing innovative solutions that enhance the lives of its customers.
Learn more about Aptar Group
Size
13,000 employees
Market Cap
$7.1 billion
Industry
Food & Beverages
Net Income
$214 million
Founded
1992
5 Year Trend
+6.7%
Revenue
$2.9 billion
NASDAQ
ATR
* Ladders Estimates

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