The Opportunity:
Manager one or more customer service/call center teams. Ensure professional and courteous customer support services. Promote a productive and positive experience with customers to ensure high quality support. Handle escalated customer service issues as needed. Control costs by managing staffing levels, adjusting as volume dictates. Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs. Administer motivational programs including incentives and contests to drive performance. Oversee the development and maintenance of training and document resources for team. Work across departments in support of the organization. Manages a team of entry/intermediate professionals or Supervisors with a focus on setting objectives, plans and tactics with direct impact on the immediate or short-term operational results of the department- Overall responsibility for performance improvement of the Customer Service Team to meet individual and team goals, as well as dept. objectives.
- Responsible for staff’s skill and talent development.
- Manages Customer Service employee hiring, training, quality monitoring, coaching, and retention.
- Monitors daily workflow and adjusts assignments to meet service levels.
- Collaborates closely with Sales, customers, and others to develop and implement best practices and process improvements to improve customer service and sales force productivity.
- Develops partnership relationship as key interface with segments to help improve customer intimacy, drive profitable growth, and provide sales force productivity.
- Contributes to strategic plans, projects, and initiatives as a member of the Customer Care Leadership Team.
- Handles escalated calls and resolves complex customer issues.
- Responsible for maintaining personnel records including performance and attendance.
- Maintains a safe work environment.
- Performs other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
- Bachelor’s degree from an accredited college or university with a major in business, management, or other related discipline; or a combination of education and experience that would provide the required knowledge, skills, and abilities
- 8+ years applicable experience and 3+ years leadership responsibility.
- KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
- Ability to lead and develop individuals and teams
- Ability to manage processes and people to ensure operational excellence and customer intimacy
- Knowledge of Avantor Systems, processes, and company resources
- Strong interpersonal and communication skills
- Ability to collaborate with Sales, customers, and others throughout the organization to improve processes and results
- Ability to analyze problems and make sound decisions
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor?
Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement:
We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
3rd party non-solicitation policy:
By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation