Customer Service Supervisor

Overview

Irvine Scientific, a member of Fujifilm Holdings Corporation, is a worldwide leader in the innovation and manufacture of cell culture media, reagents, and medical devices for researchers and clinicians. The company provides unrivaled service and quality to scientists working in cell therapy and regenerative medicine, assisted reproductive technology and cytogenetics, and industrial cell culture for the large- scale production of biotherapeutics and vaccines. Irvine Scientific adheres to both ISO and FDA regulations and operates dual cGMP manufacturing facilities in California, USA, and Tokyo, Japan. The company’s consultative philosophy combined with expertise in cell culture and compliance provides customers with unique capabilities and support. For over 45 years, Irvine Scientific has remained uniquely flexible and focused on media while becoming a strategic global leader in media products and services. Additional information can be found at www.irvinesci.com.

We are hiring for a Customer Service Supervisor. The Customer Service Supervisor will be responsible for the day-to-day supervision of the customer service department. The person in this role will ensure staff is provided with the tools and resources necessary to perform their job functions, providing a high level of service to the customer. The Supervisor will also perform personnel scheduling, training, and goal-setting. The position is responsible for providing superior customer service by focusing on the individual needs of each customer or distributor, directly or through other team members, promoting long-term relationships and loyalty.

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External US

Responsibilities:

• Work with management on Customer Service initiatives
• Hire and train Customer Service Team members
• Investigate internal and external customer complaints
• Communicate with customers via phone or email in a prompt manner
• Coordinate with Product management on managing product shortage and providing CS staff with scripts and tools for handling of orders
• Get internal and external customer feedback
• Ensure department is informed and trained on all new company products
• Maintain and provide monthly KPI and Department reporting
• Analyze departmental data and KPIs, identifying areas for improvement
• Maintain confidentiality with all price sensitive information
• Work with other departments (including sales, marketing, and accounting) to investigate and help resolve order or invoice related issues
• Distribute and monitor various weekly and monthly reports
• Manage backorder and shortages through communication with Planning and Purchasing groups
• Manage standing order processing of both renewals and new orders
• Serve as backup to all CSR’s
• Manage and communicate coverage for CS Team absences to ensure departmental coverage of tasks
• Monitor response times for both domestic and international customers; makes sure the CS staff promptly investigate and answer inquiries regarding pricing, product availability, order status, and other order related communication
• Collaborate with CS manager, CS staff members and other departments to coordinate the efficient and accurate processing and shipment of domestic and international orders, standing orders, etc.
• Ensure correct preparation of all pertinent documentation for shipping and exporting products outside of the U.S.
• Provide input for performance appraisals of the CS Team members
• Monitor the attendance and efficiency of the Customer Service Department
• Monitor the Shortel telephone system and extract reports
• Monitor backorders, provide updates to respective Product Managers, and coordinate with the materials department and QA department to resolve inventory issues
• Create and edit SOPs where required and ensure all CS SOPs are up to date
• Assist in providing new hires with departmental overview and training

Experience/ Education:

• HS Diploma required; some college preferred
• 3-5 years customer service and leadership experience
• Working knowledge of general office procedures and customer service skills
• Working knowledge of basic calculator functions
• Strong sense of critical thinking and complex problem solving
• Ability to present a positive and team oriented demeanor to all internal and external contacts
• A strong attention to detail
• Ability to learn business requirements and use data systems to meet job requirements
• Proficiency in Gmail, Outlook, Word, Visio, Power point and Excel and google based documents
• Experience with ERP systems
• Ability to speak and read English
• Ability to clearly, professionally and accurately communicate information, both verbally and in writing

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.

To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.