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Customer Service Manager

2 months ago

Summit, New Jersey, United States CSL Seqirus Full time
Job Summary

CSL Seqirus is seeking a highly skilled and experienced Customer Service Manager to lead our Order to Cash Operations team. As a key member of our organization, you will be responsible for setting strategic direction, priorities, and goals for the functional area while educating the team to ensure employees understand how routine functions and transactions support strategic goals.

Key Responsibilities
  • Leadership and Strategic Direction
    • Provide leadership and support around our short and long-term strategic customer service roadmap
    • Develop and deliver processes for the team that maintain strategic organization understanding
    • Communicate adherence to performance standards, addressing performance issues
  • Operational Excellence
    • Coordinate with important stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of order to cash initiatives and processes
    • Manage, coach, and support development of all team members
    • Review escalated cases and provide remediation, including follow-up with key stakeholders
  • Process Improvement
    • Examine, analyze, develop, and present a variety of operational performance measurement results, deriving insights regarding key performance indicators
    • Manage production team, with the ability to contribute to data-driven process improvements
  • Talent Management
    • Identify, develop and reward top talent while establishing a solid succession plan; build bench strength for critical roles
    • Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
  • Service and Administrative Functions
    • Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
    • Proactive monitoring of productivity and quality trends
  • Thought Leadership
    • Act as a thought leader; places emphasis and value on solutions and calculated risks
    • Ensure employee diversity and inclusion through hiring practices and work assignments
  • Reporting and Ownership
    • Perform or delegate any specialized reporting, e.g. monthly invoice summaries, daily tracking reports, etc., that the customer or sales team requests
    • Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions
  • HR Elements
    • Manage the HR elements of the team for onboarding, off-boarding of staff, and training and development
Requirements
  • Education
    • Bachelor's degree or equivalent in business, communications or related discipline preferred
  • Experience
    • 5-7 years' experience in a customer service or related field
  • Skills
    • Demonstrated leadership/ team building experience
    • Microsoft Office and strong Excel skills required
    • SAP, Model N, and experience in the pharmaceutical, biotech or healthcare industry preferred
  • Personal Qualities
    • Ability to act in a complex and rapidly changing business environment
    • Previous experience in the pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position
    • Ability to achieve superior results though execution skills
    • Ability to diffuse difficult situations or conversations
Benefits

CSL Seqirus employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL Seqirus offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters.