Customer Service Manager

4 weeks ago

Lenexa, Kansas, United States Vytelle Full time
Job Title: Customer Service Manager

Job Title: Customer Service Manager
Company: Vytelle
Direct Reports: N/A
Location: Remote US
Salary Range: Commensurate with Experience
Status: Full-time exempt

About Vytelle
We are a global precision livestock company reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world-class Bovine phenotypic and genotypic data capture systems via Vytelle SENSE and Vytelle INSIGHT, which enables producers to accurately select desired traits to continually produce elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilization Service, which enhances the speed at which genetic improvement can be made.

Role Overview
The Customer Service Manager will lead and facilitate the customer experience for Vytelle ADVANCE IVF services, managing for success. This includes customer communications and planning to assure all requirements are met, pre and post OPU (ovum pick-up), in collaboration with the Vytelle Operations, Finance, and Commercial customer teams. This role will act as the central point, including but not limited to answering questions, troubleshooting, asking for feedback, and keeping track of all necessary documentation related to customer interactions. Customers include Vytelle access points where OPU services are provided, that are directly 'on-farm' or on a 'satellite' farm that hosts Vytelle OPU sessions, as well as direct contact with individual farmers and potential customers.

Responsibilities

Operational Coordination

Confirm semen, matings, reverse sort, backup sires, split matings, paperwork, etc. with customers prior to IVF to ensure all required information and semen are in place for the OPU.

Create and manage donor OPU schedule (on-farm OPUs)

Coordinate embryo/semen storage/shipping with customers and create packing lists

Proactive coordination and communication of IVF process Day 6 predictions and customer priority coordination for fresh transfers

Facilitation and communication of scheduling and logistics between customer and operations, accounting/finance, and commercial as needed


Schedule and confirm service dates between Vytelle customers and Vytelle Operations.

Provide all customer information necessary for Field Operations team to be able to plan travel, logistics, equipment, and materials, etc.

Acquire sales information that is needed to bill customers timely and correctly.

Use of Hubspot CRM for lead generation, customer tracking, and ticketing

Customer Coordination

Answer general and specific questions about Vytelle ADVANCE services pre and post OPU

Customer Inbound question management: Regarding the production process and status, including information and expectations for embryo production (# oocytes from OPU to lab, cleavage rates, predictions, etc.)

Customer Outbound follow-up: gather data on the entire Vytelle experience, including: embryo transfer information, pregnancy rates, calving information, etc.

Customer Reporting: Send final reports and freezing certificates to customers

Connect customer to Vytelle recommended adjacent service providers – examples: donor housing, recipients, embryo transfer technicians, embryo/semen storage services, etc.

Customer Service Data Management

Champion and drive use and compliance to the Vytelle Portal internally and externally and answer any support-related questions

Identify, track, raise, manage, and resolve customer experience issues, collaborating with appropriate Vytelle staff.

Follow up post OPU for data collection, feedback, and rescheduling

Role Model Behaviors
Vytelle's Core Values
Leadership: Inspire and serve and seek the best in each other
Endurance: Pacesetter, takes action, and realizes results
Pioneer: Infinitely curious, catalyst, and listens for ideas
Love: Contagious passion for customers and our purpose
Count on me: Take accountability, rely on each other, and adaptability

Ability to adopt and adhere to Vytelle's Foundation: The Common Thread of Integrity, Respect, and Trust

In addition to:
Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company's effectiveness.

Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.

Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

Skills and Attributes

Service-driven passion for helping people

Figure it out skills and problem-solving abilities

Excellent written, verbal, and active listening communication skills

Extremely organized and systematic approach to work and process

Bias for execution, ownership, and responsibility

Strong time management skills and ability to prioritize based on urgency

Ability to translate highly technical processes/products into practical customer solutions

Strong communication skills: demonstrate empathy and communicate with clarity

Cattle knowledge and bovine reproduction knowledge is a plus

Experience and Qualifications

Bachelor's degree

Proven success in a customer support role

Knowledge and use of customer service software and ticketing systems

Willing to travel as needed to satellites and/or Vytelle labs (

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