Senior Customer Service Manager in Boston South Shore at Apple & Associates

Date Posted: 2/3/2018

Job Snapshot

Job Description

Leading manufacturer in the Life Sciences industry is seeking Senior Customer Service Manager! This is a new position open due to continued business growth. The Senior Customer Service Manager will be responsible for the operations of the Customer Service department and ensuring a world class customer service experience. The Senior Customer Service Manager will work closely with key employees in the business to understand their needs and develop strategies to meet or exceed customer expectations.

Responsibilities of the Senior Customer Service Manager include:
  • Recruits, manages and develops team members in Customer Service in areas related to Project Management, Continuous Improvement, Training, Process Governance and Service Quality
  • Facilitates the development of operating mechanisms to achieve automation goals and quality key performance indicators
  • Ensures that current practices meet or exceed business and customer needs through constant assessment of Voice of the Customer needs
  • Ensures that staff is trained properly to comply with internal standard operating procedures and work instructions (including Sarbanes-Oxley and Regulatory Compliance)
  • Provides high level problem resolution, internally and externally
  • Tracks departmental performance and presents results to management
  • Promotes an environment of continuous improvement
Requirements for the Senior Customer Service Manager:
  • Bachelor's Degree required, Advanced degree a plus
  • 7 or more years of experience managing an employee team, including 3 years of experience in Supply Chain, Customer Service or Call Center
  • Must have a proven track record in a fast-paced environment
  • Excellent analytical and problem-solving skills for customer challenges, project work and systems/process improvements
  • Experience working in a regulated products industry preferred
  • Lean, Six Sigma or Project Management experience a plus
  • Strong ability to coach and mentor others
  • Ability to travel 5-15% of the time, domestically and internationally
  • Experience monitoring Key Performance Indicators to benchmark and track and improve overall department performance