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Senior Manager, Customer Service Leader

2 months ago

Santa Ana, California, United States Irvinesci Full time

About the Role:

We are seeking a highly skilled and experienced Senior Manager, Customer Service to lead our customer service department at Irvinesci. The ideal candidate will have a strong background in customer service management, with a proven track record of developing and implementing effective customer service strategies.

Key Responsibilities:

  • Develop and maintain a customer-centric culture within the department, ensuring that all customer interactions are handled in a professional and timely manner.
  • Lead a team of customer service representatives, providing guidance and support to ensure that they have the necessary skills and knowledge to provide excellent customer service.
  • Monitor and analyze customer feedback and complaints, identifying areas for improvement and implementing changes to enhance the customer experience.
  • Collaborate with other departments, such as sales and marketing, to ensure that customer service strategies are aligned with business objectives.
  • Develop and implement metrics to measure customer satisfaction and service level agreements, ensuring that the department is meeting or exceeding customer expectations.
  • Stay up-to-date with industry trends and best practices in customer service, applying this knowledge to continuously improve the department's performance.

Requirements:

  • Bachelor's degree in Business or a related field.
  • 8-10+ years of experience in customer service management, including experience leading a team.
  • Proven track record of developing and implementing effective customer service strategies.
  • Strong leadership and communication skills, with the ability to motivate and inspire a team.
  • Excellent analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.

Preferred Qualifications:

  • Experience in the life science or biopharma industry.
  • Knowledge of global customer service management and procedures.
  • Experience with import/export procedures, regulations, and documentation.
  • Understanding of operational procedures regarding distribution logistics.
  • Knowledge of cold chain packaging and related logistics.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to work with a dynamic and growing company.
  • A collaborative and supportive work environment.
  • The chance to make a real impact on the customer experience.