About the role:

As a part of the global service team, the customer service manager is responsible for the leadership and continuous development of a team of customer service specialists whose primary focus is to provide exceptional customer experience from order management to fulfillment and collaborate internally with other departments to resolve issues or respond to enquiries. 

As the manager, you will be responsible for achieving the business objectives for the team at a regional level including developing and implementing team strategies; recruiting and developing staff; successful execution of global projects with internal cross functional contribution and providing proposals/feedback to leadership.

What you will be doing:

• Lead, inspire, and motivate customer service team
• Collaborate with internal and regional teams to drive on-time fulfillment of orders and resolution of issues to meet or exceed customer expectations
• Monitor back orders and manage updates in system (communicating updates to customers and internal staff on a regular basis)
• Read/analyse reports and present information in support of order fulfillment within department and cross-functional teams
• Responsible for understanding and ensuring employees follow corporate policies and procedures including, but not limited to SOX and compliance requirements
• Drive initiatives and implementation of process improvements working cross-functionally with a focus on customer experience and efficiency
• Work with leadership and HR to continually evaluate team structure and tools
• Performance management including creating and executing development plans and providing ongoing feedback and performance appraisals for the team
• Become a content expert on the ERP and CRM teams to enable quote to invoice, opportunity management, and complaint management
• Validate accuracy of sales orders and provide guidance to resolve errors or escalate as required
• Standard sales order creation and maintenance
• Create and manage products returns, credit and debit memos in ERP system and updates CRM
• Coordinate with logistics and field team for pickup or RMA of instruments and provide information/updates to customers and internal teams as needed
• Create and manage service requests to field teams in CRM and service contracts in ERP system

Minimum Requirements:

• Demonstrable team leadership skills gained within a commercial function
• Proven ability to motivate and empower direct reports within a fast-paced working environment
• Knowledgeable regarding ERP and CRM business systems
• Excellent communication and interpersonal skills (English)
• Experience using Microsoft Suite in particular Word, Excel and Outlook

Preferred Skills/Experience:

• B.S. or equivalent experience in life science, chemistry or business
• Analytical and detail orientated with the ability to understand trends, team needs and root cause issues
• Plan and execute on projects, issues and process improvement efficiently
• Familiarity with SFDC software
• Broad knowledge of genomics or biochemistry
• Additional European Languages (particularly Dutch, German or French)

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