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Customer Care Quality and Training Manager

2 months ago

Austin, Texas, United States Quanterix Full time
About the Role

We are seeking a highly motivated and experienced Customer Care Quality and Training Manager to join our growing organization. This position will be part of our Customer Service/Operations team, responsible for order management and high-level customer satisfaction.

Key Responsibilities
  • Audit customer service agents' interactions with customers to measure performance against quality standards, including subjective components such as soft skills and courtesy.
  • Identify key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
  • Investigate customer complaints and non-conformity issues, provide corrective and preventive actions.
  • Detect broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties.
  • Record and provide structured feedback and recommendations; verbal and/or written.
  • Identify training needs and organize training interventions to meet quality standards and enable knowledge retention, good behaviors & skills practices and reduce negative customer experience and improve customer satisfaction.
  • Review and process complex internal and external customer orders with products ranging from consumables to capital equipment to services and spare parts.
  • Communicate with customers to provide order acknowledgements, order verification and rescheduling information.
  • Utilize judgement to resolve customer inquiries promptly and professionally.
  • Work with the Commercial and Operations groups to expedite orders when appropriate.
  • Identify process changes to improve response time, accuracy and data reliability.
Requirements
  • Bachelor's Degree preferred (ideally Business Administration or related field).
  • 5-10 years of Customer Service experience.
  • Competence working in ERP systems (Syteline preferred).
  • Competence working in CRM systems (Salesforce preferred).
  • Familiarity with customer profiles, invoicing and revenue recognition policies.
  • High level of Computer Literacy is necessary: MS Word, Excel, PowerPoint, Windows, Email, and Internet related programs.
  • Excellent organizational skills.
  • Strong attention to detail.
  • Excellent communication skills, written and oral.
  • Comfortable in fast-paced, environment, capable of managing multiple priorities simultaneously.
  • Excellent problem solver.
  • Customer service oriented.
  • Self-motivated - must work well independently and with others to follow through on assigned tasks.
Why You'll Thrive at Quanterix

At Quanterix, we are committed to a diverse and inclusive workplace. Our core values are Accountability, Teamwork, Trust, and Transparency. We offer a range of benefits, including competitive compensation, a 401k plan with an employer match, and a flexible spending account. We also offer life, disability, and accidental death & dismemberment insurances, as well as mental health care and generous maternity & paternity leave. Our team is passionate about making a difference in the lives of our customers and employees, and we are looking for someone who shares our vision.