Job Summary

Provide high quality, pro-active customer support by acting as a liaison between the Charles River business operations and our customers. This would include providing information on product/services, order processing and management, answering customer enquiries and addressing customer complaints, ensuring a positive customer experience. This role will supervise the daily operations of the Customer Service Department (CSD) and be responsible for implementing process improvements, setting and measuring team KPI’s, and team development and training.

ESSENTIAL DUTIES AND REPONSIBILITIES

Customer Service:

• Respond to customer enquiries related to product/service information, invoices, shipment ETA, complaints etc.
• Customer Order management including order entry, order issue resolution and invoicing
• Liaise with SharedServices to assist with sales reconciliation in SAP and order/payment processing, collecting outstanding payments and monitoring of aged debtors
• Customer master data management including new account set up and change of address
• Resolution of customer related problems, pro-actively following up to ensure customer expectations are satisfied
• Coordinate the implementation of service improvements to prevent future complaints
• Act as a back up for internal staff on leave and monitor all CRL mailboxes
• Product master data management including annual pricing updates and new product additions
• Act as a marketing support function by capturing leads, preliminary lead qualification and event booking administration
• Provide Sales Support activities such as contacting dormant accounts, accounts with decreased revenue, conducting courtesy calls or promotion of new products

Accugenix Support Services:

• Provide customer facing support to the lab operations team

• Send out discrepancy emails and upload emails into LIMS
• Follow up on unanswered emails and resolve/close discrepancies
• Answer customer enquiries for results updates and report amendments
• General customer communication regarding lab issues and assisting customers in making corrections in web portal
• Manage the customer contact list in excel
• Provide Web Portal support including New Contact creations, new portal set up and password resets
• Upsell Accugenix services and provide pricing support

Team Supervision, Coaching and Training:

• Manage activities of assigned group to ensure optimum performance of the group/function
• In collaboration with Global CSD Manager set KPI’s, goals and objectives for each team member, providing regular direction and feedback on performance, disciplinary actions and preparing and delivering annual performance and salary reviews.
• Responsible for personnel management activities such as scheduling personnel actions (hiring, promotions, transfers, etc.), and training and development,
• Motivate and lead the team, providing regular briefing/ meetings
• Encourage a friendly, open and productive work culture
• Support identifying training gaps for CSD and collaborate with Global CSD to provide training and harmonize on CSD processes where possible
• Provide coaching daily to ensure excellence in our service

General:

• Support customer requests for company Governance Documents, as well as Product and Quality Documentation.
• Support the review and completion of Product and Service Agreements, and SOW in collaboration with relevant Global Stake Holders
• Support the CSD to build strong relationships with internal and external customers
• Review and report on Customer Feedback to relevant stakeholders
• Drive strategic projects that are relevant to the role
• Perform all other related duties as assigned

REQUIREMENTS

The following are minimum qualifications related to this position:

• Education: Bachelor’s degree (B.A. /B.S.) or equivalent in life sciences, sales or related field required. 

• Experience: Minimum 2 to 4 years relevant industry experience. An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above • Certification/Licensure: None. • Other: Excellent interpersonal, customer relationship and leadership skills. Working knowledge of all Endosafe, Celsis and Accugenix product lines.