Supervisor, Customer Experience, REMOTE

Jubilant HollisterStier LLC, a well-established member of the business community in Spokane, Washington, provides a complete range of services to support the pharmaceutical and biopharmaceutical industries. The Allergy business is a worldwide leader in the manufacture of allergenic extracts, targeted primarily at treating allergies and asthma. Jubilant HollisterStier is also a nationally recognized contract manufacturer of sterile injectable vials, and lyophilized products. Jubilant HollisterStier is a proud member of the Jubilant Pharma family.

Our Promise: Caring, Sharing, Growing

We will, with the utmost care for the environment and society, continue to enhance value for our customers and stakeholders by providing innovative products and economically efficient solutions' through growth, cost effectiveness and wise investment of resources.

This is a REMOTE position based in the United States.

Job Description:

The Customer Experience Supervisor will be responsible for planning, directing, and supervising the daily workflow of the Customer Service department. A primary responsibility is to ensure that staff delivers best-in-class customer experiences and that customer issues are resolved in a timely manner. This position is also responsible for developing and managing systems to track and report on customer experience metrics to continuously improve customer satisfaction levels. Essential responsibilities include:

1. Plan, direct, and supervise the daily workflow of the Customer Service department to ensure the timely and effective resolution of customer issues.
2. Develop and manage systems to track and report on customer experience metrics, including Net Promoter Score, Customer Effort Score, Customer Satisfaction, and Customer Churn Rate.
3. Collaborate with cross-functional teams to provide strategic guidance on CX best practices and recommendations that drive an industry-leading customer experience.
4. Monitor and evaluate customer service representative performance, provide feedback, and develop training plans to ensure that staff is delivering best-in-class customer experiences.
5. Create and maintain customer service policies and procedures to ensure consistency and effectiveness across all channels.
6. Handle escalated customer issues and provide timely and effective resolutions that meet or exceed customer expectations.
7. Conduct customer satisfaction surveys to identify areas of improvement and develop action plans to address these areas.
8. Stays abreast of latest CX trends and best practices, providing recommendations to senior leadership.
9. Other duties as assigned.

Qualifications:

• Bachelor's degree in business, marketing, or a related field required.
• 5 years of experience in customer service or customer experience, with at least 2 years in a supervisory role required.
• Experience in a highly technical or medical field preferred.
• Excellent leadership and interpersonal skills, with a proven ability to motivate and manage teams effectively required.
• Experience developing and implementing customer service policies and procedures required.
• Ability to handle and resolve complex customer issues effectively required.
• Excellent communication skills, with the ability to communicate complex information to cross-functional teams and senior leadership required.
• Strong project management skills and experience leading cross-functional teams to achieve business objectives required.
• This position can be 100% remote based in the United States. Occassional on-site visits may be required.

Shift: Days

Compensation:

• The salary range for this position is $73,500 - $126,000 depending on experience.
  

Benefits:

• Medical, Dental, Vision, Flexible Spending and Health Savings Accounts
• Life, AD&D, Short and Long Term Disability
• 401(k) with company match
• Generous paid time off plan
• Employee Assistance Program
  

Optional Benefits:

• Voluntary Life and AD&D for employee & family
• Supplemental Medical coverage (Critical Illness, Hospital Indemnity and Accident coverages)
• Pet Insurance
• ID Theft Protection
• Perk Spot Discount Program

Jubilant HollisterStier is a great place to grow!
If you're up for a rewarding challenge, we invite you to take the first step and apply today!

Jubilant HollisterStier is an EEO/AA Employer.

All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

If you require assistance applying for a position, please contact our HR Department at: