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Customer Service Operations Manager
2 months ago
Fortis Life Sciences is seeking a highly skilled Customer Care Manager to lead our customer service team. As a key member of our organization, you will be responsible for ensuring exceptional customer service operations and owning the entire order fulfillment process in support of our sales team and customers.
Key Responsibilities:- Lead customer service team members in the day-to-day operations by managing the quote to cash process.
- Take ownership of customer issues and follow problems through to resolution.
- Develop best-in-class service procedures, policies, and standards.
- Create, monitor, and analyze Customer Experience KPIs to identify areas for improvement to enhance the overall customer experience.
- Assist team members to validate and enter orders in SAP ERP with appropriate account coding and approvals.
- Support inside sales initiatives, including up selling antibody/antigen pairs to enhance customer engagement and drive additional revenue.
- Mentor and develop customer service team members and nurture an environment where they can excel through encouragement and empowerment.
- Collaborate with marketing, sales, manufacturing, and product logistics, to execute strategies that drive customer loyalty, retention, and revenue growth.
- Bachelor's degree in business administration, or related field, or equivalent experience.
- 5+ years of experience in a customer service role.
- Must have SAP or similar ERP experience.
- 3+ years of people management experience.
Fortis Life Sciences provides a competitive salary, success-sharing bonus plan, medical, dental, disability, and life insurance, and a 401(k) plan. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
