What are the responsibilities and job description for the Customer Service Manager position at Fortis Life Sciences?
Company Description
Fortis Life Sciences is a strategic platform providing capital, expertise, and operational resources enabling the growth and success of founder-led life sciences tools companies. Fortis Life Sciences was founded in 2020, with the vision of creating a unique life sciences company focused on offering world class products coupled with the best customer experience in the life science tools industry.
We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission: “Pursuing a Healthier World by Creating Tomorrow’s Science Today”
Job Description
We are looking for an experienced Customer Service Manager to lead our customer service team and provide excellent customer experience. The objective is to maintain and improve our customer experience as we grow, both organically and through acquisitions. Over time we should aim to increase customer satisfaction, loyalty, and retention, and to exceed customer expectations.
What You Will Do
Improve customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution (escalation)
- Set a clear mission and deploy strategies focused towards that mission
- Develop best-in-class service procedures, policies, and standards
- Develop Customer Experience KPIs and ensure consistent report out to leadership team
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service supervisors and agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of developments in the customer experience field and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Oversee adherence to company policy throughout the customer service organization
- Develop and execute organizational scaling strategy to support business growth
- Manage multiple sites with remote employees throughout North America
- Define and drive the Fortis Life Sciences customer experience across all sites
- Be the voice of customer and lead the customer support team requirements aligning, migrating, implementing support systems across multiple sites.
Qualifications
Education / Background
- Bachelor’s degree in Business Administration, or related field, or equivalent experience.
- 3-5 years of management experience managing 5 minimum direct/indirect reports required
- Minimum 7 years of experience in a customer service role
- Minimum 5 years of experience with ERP systems
Knowledge, Skills and Abilities:
- ERP, eCommerce and CRM Service/Support Tool systems experience required
- Microsoft Dynamics experience is a PLUS!
- Proven working experience as a Customer Service Manager
- Sales support experience preferred
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases, and tools
- Ability to think strategically and to lead
- Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills
- Strong passion for coaching and developing team members
- Excellent telephone and written communication skills
- Strong analytical, problem solving and listening skills
- Strong customer-service and interpersonal skills; enjoys assisting others and seeing projects through to completion
- Proficiency in Microsoft Office (Excel, Word, Outlook) and other similar desktop applications
- Effective organizational and time management skills
- Attention to detail and quality of work
- Self-motivated; resourceful
*At least once a month Site Travel, up to 30%.*
Additional Information
What We Offer
We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission: “Pursuing a Healthier World by Creating Tomorrow’s Science Today” is complemented by our core values:
§ Customer First - We prioritize the experience and outcomes of our customers above all.
§ Integrity - We are honest and accountable, holding ourselves to a high standard of ethical conduct.
§ Trust - We believe an engaged, empowered team begins with a foundation of trust. We trust our team members to make the right decisions and to be driven by and evaluated on results.
§ Entrepreneurship - We encourage smart risk taking. We value novel mistakes in the pursuit of innovation.
§ Excellence - We believe in solving for root cause. No shortcuts, no “band-aids”.
Fortis provides a competitive salary, success-sharing bonus plan, medical, dental, disability and life insurance, and a 401(k) plan. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We are an E-Verify Employer in the United States.