Customer Success Supervisor
4 weeks ago
What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries - from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend’s Customer Care Team means being at the forefront, showcasing legendary service and translating our iACT culture into tangible results for our customers.
On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal - providing our customers with Legendary service. At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more
**Essential Functions**
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The BioLegend North America Customer Care team is looking for a motivated, innovative, and energetic individual to join our team. With a passion for service and eye for innovation, we are looking for someone to perform these job duties.
The Customer Success Supervisor is responsible for providing effective leadership to the Special Teams and championing a customer-centric environment that increases customer loyalty though continuous enhancements to the customer experience for VIP Customers. Develops and executes Account Management processes to ensure world class customer service for all internal and external customers by leveraging in-depth knowledge of our customers’ needs, the Company’s products, mission and values to provide quality and Legendary service. This includes assisting in hiring, motivating, coaching, and problem solving to achieve our daily, monthly, and annual goals in line with Customer care objectives.
- Provide leadership and employee development for assigned Special Team by supporting, coaching, motivating, and developing associates at every opportunity to deliver ongoing team success.
- Champion the Company’s mission and values within the department to inspire and empower team to meet and exceed their potential, supported by the BioLegend’s iACT culture.
- Compile, analyze, and deliver associate performance data and scorecards monthly and make recommendations for improvement or disciplinary actions when necessary.
- Deliver real time constructive feedback and coaching to help improve individual and team performance to meet established goals with a focus on timely order processing and customer responses.
- Support the execution of the Customer Care department strategic plan which includes contributing to the successful implementation of new account structures, proactive outreach, voice of the customer data collection, and development of new KPI’s (Key Performance Indicators).
- Conduct quarterly business meetings for the Special Teams function and VIP accounts. Deliver quarterly report out.
- Define and develop training programs and playbooks to deliver Legendary service for assigned functions.
- Drive continuous improvement by utilizing Operational Excellence tools and techniques to ensure efficient department operations.
- Led innovation through regular review workflows to identify process and system improvements to enhance the team's productivity and service to our customers.
- Support the implementation of a new ERP (Enterprise Resource Planning) System by testing and executing readiness actions.
- Foster and promote an environment of exceptional Legendary customer service to internal and external customers by delivering monthly trainings to associates.
- Effectively manage and resolve escalated customer inquiries to achieve the best possible outcome balancing the customer and business dimensions.
- Collaborate with cross functional leaders across organization to increase service levels by solving customer related problems and uncovering new service opportunities.
- Engage in succession planning; review and make recommendations on staff requirements to support ongoing employee development.
- Execute timely and constructive annual performance evaluations.
- Facilitate team meetings utilizing Team Leadership skills.
- Execute onboarding and training of new team members and provide retraining of current team as needed.
- Other projects, duties, or responsibilities assigned as needed.
**iACT Competencies**
- ** innovate **- Be better, keep improving, be more efficient, creative, and be in the forefront of development
- ** Aspire **- Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
- ** Collaborate **- Foster teamwork, common goals, selflessness, communication and mutual support
- ** Transform **- Adapt, learn, re-invent and change for future development and growth
**Minimum Qualifications **-** Education and Exp
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