Customer Services Team Leader


Bathgate, UK

Job Type


Company Overview

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.

Role & Responsibilities

Customer Services Team Leader

Bathgate, West Lothian


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 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 order management, paperwork and communication through to final delivery.

The Role

  • Lead Customer Service function.
  • Ensure fulfillment of goods in a timely and regulatory compliant manner
  • Ensure staff are trained to provide excellent customer service and best practice is followed.
  • All paperwork must be correct and compliant on all orders 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)
  • Sales Order Processing, incl. preparation of related 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)

Required Experience

About You

We are looking for a highly self-motivated individual with exceptional customer service skills and high level skills in organisation along with the following experience:

  • Extensive experience in Customer Service (Life Sciences / Healthcare would be advantageous)
  • Experience with ERP & CRM systems (NetSuite or similar)
  • Strong team worker
  • Experience in dealing with complaints
  • Customer-focus orientated approach


To apply for this vacancy, please click APPLY


Thank you for your interest. If you're successful in your application, you may be subject to all or some of the LumiraDx standard pre-employment checks. This includes employment references; Criminal records data checks which are processed as part of our recruitment process for employment or continued employment to comply with legal and regulatory obligations to which the company is subject. LumiraDx place a high level of importance on its responsibilities for information security and privacy and have 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.