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Manager of Customer Service, North America

Location : Camarillo, CA (On-Site)
Job Type : Direct
Start Date : 08/15/2022
Hours : Full Time
Required Years of Experience : 3-5
Required Education : Bachelorís Degree or equivalent
Travel : No
Relocation : No

Job Description :
Job Description: 


Manage Customer Service department and ensure service levels are met or exceeded. Establish efficient and balanced workflows that maximize efficiency and produce high levels of service, quality, and customer satisfaction. Monitor and measure service metrics to develop standards, improvements, or changes to process. Ensure projects, department milestones, and goals are met within approved budget.

 


Responsibilities:



  • Manage department members in the day-to-day performance of their jobs. Oversees the daily workflow of the departments in North America.

  • Review resumes and conduct interviews in recruiting efforts. Train new Customer Service staff. Motivate and develop a team of 7-10 employees.

  • Create effective customer service procedures, policies, and standards.

  • Maintain a database of customer information. 

  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. • Assist with customer order processing.

  • Respond to Customer Service issues in a timely manner

  • Assist with Sales and Customer inquiries.

  • Identify opportunities to update or improve Customer Service procedures and makes recommendations to the Director of Global Customer Service or other appropriate staff.

  • Provide constructive and timely performance evaluations. 

  • Develop and implement policies, standards, and procedures for the Customer Service department.

  • Report on performance metrics and Customer Service KPI’s.

  • Lead and coordinate various Customer Service functions and operations. 

  • Serve as project manager for multiple projects, creating timelines and cost projections, organizing collaborative meetings, and ensuring projects comply with specifications, timelines, and budgets. 

  • Prepare and execute departmental budget.

  • Establish, implement, and maintain administrative policies, procedures, and standards.

  • Collaboratively work with the Sales and Operation Team members (and other departments) to accomplish objectives.

  • Assist with audits when needed.

  • Monthly reporting of departmental metrics.

  • Performs other duties as assigned.



Required Qualifications :
Qualifications: 



  • Bachelor’s Degree or equivalent plus 5 years’ experience in the related area as an individual contributor. 

  • 1-3 years supervisory experience required

  • Minimum 5 years’ management experience preferred. 

  • Extensive knowledge of the function and department processes. 

  • Bio-Pharma (or similar industry) experience preferred. 

  • ERP experience (Syteline preferred). 


Key Competenies:


  • Advanced abilities within Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.) 

  • Excellent interpersonal and customer service skills.

  • Effective oral and written communication skills. Effective communicator.

  • Excellent organizational skills and detail oriented. 

  • Excellent time management skills with a proven ability to meet deadlines. 

  • Strong analytical and problem-solving skills.

  • Strong supervisory and leadership skills.

  • Ability to prioritize tasks and to delegate when appropriate. 

  • Flexible in schedule and travel.

  • Maintain confidentiality with sensitive employee data.

  • Patient, tactful, diplomatic, and approachable. 

  • Able to stay calm in difficult situations.

  • Self-starter with strong sense of urgency and ability to deliver ahead of deadlines.

  • Able to effectively work in a fast-paced environment and frequently manage multiple priorities. Good math skills.

  • Must be self-motivated, amendable to a variety of work project


Skills :
customer service Management Microsoft Office Suite supervisor
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