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Customer Service Manager

5 months ago

Marlborough, United States Cytiva Full time

Be part of something altogether life-changing

Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us - working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity - so you can grow your career and expand your skills in the long term.

Cytiva is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

The Customer Service Manager for Cytiva is responsible for Leading an order management team responsible for processing and managing orders, responding to inquiries, and resolving customer complaints.

This position is part of the Business Operations department located in **Marlborough, MA** and will be **Hybrid**. At Cytiva, our vision is, to advance future therapeutics from discovery to delivery.

**What you'll do**
- Manage daily CS operations and prioritize daily workload for the team
- Deliver key performance indicators, including voice of the customer (VOC), order processing time, time to respond to customers, and case closure time
- Mentor and coach individuals, providing support and guidance for their development
- Support change by fostering an environment where employees feel safe to try new things and individuals are recognized for positively impacting the business
- Build a culture of continuous improvement, leveraging DBS tools to identify process gaps and implement preventive measures

**Who You Are**
- Associate’s degree or at least 3-years' experience leading people with demonstrated success meeting or exceeding performance standards
- Hands-on knowledge of order management and supply chain process.
- Demonstrated experience in continuous improvement and able to quickly understand customer challenges, translate the challenges into action and guide them to a solution
- Excellent communicator who can convey a clear message to the team, develop credibility with others quickly, and gain consensus for client focused ways of working
- Collaborating effectively with sales or supply chain teams as well as external customers directly

**It would be a plus if you also possess previous experience in**
- Bachelor’s degree
- Salesforce / Oracle experience

At Cytiva we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cytiva can provide.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.