Customer Service Account Manager

  • Location
    San Diego, California
  • Category:
    Mid-Level Management - Management - General
  • Job Type:
    Direct Hire
  • Job reference:
    US_EN_8_842458_2876107
  • Salary:
    $ 100000 - $ 120000

Job Summary:

A high-growth manufacturing company serving the Biomedical Research community is looking for a motivated Customer Service Manager to lead our Customer Service group and provide unparalleled customer support to our clients.  We are a hard-working group that values data driven employees who are always seeking ways to improve our processes.

Primary Duties and Responsibilities:

  • All staffing requirements of the group including
  • Management of 4-5 Customer Support Staff in three locations
  • Establish group 
  • Hiring and recruiting
  • Employee evaluations
  • Vacation approvals and coverage
  • Customer Service Metrics including
  • Metric and KPI driven analysis of group activities
  • Warranty/good will spending
  • Departmental costs
  • Order placement/fulfillment/accuracy rates
  • Manage customer issue tracking and reporting
  • Process Improvement
  • Create an atmosphere of continual improvement from a customer and perspective. 
  • Cross functional collaboration with operations group, accounting and Sales to communicate and resolve customer issues.
  • Required Knowledge, Skills and Abilities Qualifications:

  • Demonstrated creative problem-solving skill sets with the ability to handle external customers and to think strategically and act tactically.
  • Strong organizational skills supported by a self-disciplined operating structure.  Superior time management/prioritization skills. Leadership skills associated with managing people and processes.
  • Strong business analytical skill sets support.  Excellent written and oral communication skills.
  • Computer skills to include but not limited to Microsoft Word, Excel, PowerPoint, Google Mail, Netsuite and other business and database programs.
  • Demonstrated ability to identify key issues that impact customer requirements and develop the initiatives to address them in a timely and cost-effective manner.
  • Possess the vision and leadership skill sets that will successfully drive change within the Department and help position Innovive as the lead supplier in our industry.
  • Required Education and Experience:

  • Bachelor’s Degree in a Business-related field required
  • Minimum 5 years Customer Service experience
  • Minimum of 2 years Management Experience
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