Senior Manager, Customer Service

Customer Service/Support | Santa Ana, CA

Job Function:

We are hiring a Senior Manager, Customer Service. The Senior Manager, Customer Service will develop and maintain an efficient, organized, error-free, and responsive customer service department, and assure current and potential customers receive highest quality service. This role encompasses a broad range of activities required to develop, promote, and execute a sound customer service strategy to support corporate sales efforts. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).  Analyzes performance of existing systems and processes, evaluating and recommending improvements to methods and/or cost reductions. 

Job Duties:

  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Demonstrates critical decision making skills and good judgment in all areas of control. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Develops, promotes, and executes a sound customer service strategy to support corporate sales efforts.
  • Ensures that excellent support is provided to internal departments and customers, including complaint investigation and resolution.
  • Monitors departmental performance, and implements procedures within his/her responsibility for excellent service, better efficiency, cost reduction, and improved company reputation.
  • Analyzes and interprets current business practices to execute viable recommendations and resolutions for improvement. Such recommendations and plans need to be communicated clearly to organization for execution support.
  • Reports routinely against objectives and established KPIs. Generates monthly reports and statistics on trending of activities and customer service metrics such as orders, order rows, shipments, order TATs, accuracy rates, agent availability and productivity, etc.
  • Manages the completion, organization, and maintenance of all transactions, paperwork, reports, records, and documentation to meet compliance standards and business requirements.
  • Manages subordinates to meet schedules, complete assigned objectives, and resolve problems. Develops and administers schedules, performance requirements, and budget responsibilities.
  • Responsible for departmental compliance with SOPs, DTIs, and Training Materials. Recommends changes and improvements to policies and procedures, as well as developing and maintaining Training Materials required for departmental operations.
  • Responsible for harmonizing Customer Service SOPs, DTIs, and Training materials for customer service functions across all FUJIFILM Irvine Scientific locations, sites, and subsidiaries.
  • Participates in interviewing, selecting, and training customer service personnel.
  • Approves appropriate credits and replacements within established guidelines.
  • Assists in the promotion and launch of new or key products as identified by Marketing.
  • Assesses order status, and provide communication to other departments as required.
  • Responds to questions and complaints regarding customer orders and delivered products.

Experience/Education:

  • Bachelor’s Degree in Business or related field; High School Diploma or equivalent and relevant experience may be substituted for a degree
  • 8-10+ years of related experience, including experience managing direct and indirect reports.
  • Experience in life science, biopharma, or related industry is preferred.
  • Experience managing global customer service operations in a multi-site, multinational manufacturing environment.
  • Direct experience and strong knowledge of global customer service management and procedures.
  • Knowledge of import/export procedures, regulations, and documentation.
  • Understanding of operational procedures regarding distribution logistics, such as air and ocean shipping, cross docking, freight forwarders, LSPs/3PLs, etc.
  • Knowledge of cold chain packaging and related logistics.
  • Experience with pharma and/or medical device highly desired.
  • Excellent organizational skills.
  • Strong leadership, presentation, communication, and interpersonal skills.
  • Strong customer service focus.
  • Experience with Email, Word, Excel, and PowerPoint.
  • Experience using business systems, such as ERP, CRM, Service Management Systems, BI Tools.
  • Ability to analyze data and make informed decisions.
  • Ability to speak, read, and write English proficiently
  • Good oral and written communication skills

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Principals only. No recruiters please.

FUJIFILM Irvine Scientific is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law.

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