Customer Service Manager

Organization
Lucigen Corporation
Job Location
Middleton, WI
Salary
Commensurate upon experience.
Benefits

Lucigen offers competitive salaries and benefits. For more information, see http://www.lucigen.com/Careers.html

Job Description

Lucigen seeks an adaptable and customer-focused relationship builder to join its growing team as a customer service manager.

 

This position will oversee the day-to-day operations and customer service interactions of the company. This position will also:

  • Manage Sales Administrative Assistant and other staff members as assigned
  • Provide back-up to staff members as needed to ensure that orders are processed and customer inquiries are handled promptly
  • Build team identity with positive leadership and coaching of staff to achieve company goals
  • Work in close partnership with internal departments (e.g. manufacturing, shipping, sales) in order to render excellent support to all customers regarding their orders with Lucigen
  • Develop and maintain appropriate metrics to meet strategic business objectives and/or departmental objectives (i.e. customer satisfaction ratings)
  • Handle customer complaints by ensuring a prompt investigation and action following our quality standard; document customer complaints in company quality database and represent the sales team in weekly record review meetings
  • Provide assistance to new customers with account setup as needed; respond promptly to any documentation requests (i.e. W-9 form, new vendor forms)
  • Work with Director of Global Sales & Distribution on customer service initiatives to improve the efficiency and effectiveness of the customer service team or sales team
  • Provide back-up as needed for timely invoicing of customers’ orders and for processing credit card payments
Requirements

This position requires a bachelor’s degree in business, marketing, or equivalent, with a minimum of 3-5 years in a customer service/customer-facing environment. Additional requirements include:

  • 1-3 years of management/supervisory experience
  • Experience in supporting a global sales organization, including direct sales and through-distribution partners
  • Must have a solid understanding of ERP systems for placing and tracking orders and for managing customer and product/service interface, preferably using Microsoft Dynamics GP
  • Must have advanced knowledge of Microsoft Office products and a CRM system
  • Excellent communication, interpersonal, and listening skills: ability to effectively listen, acknowledge, and show calm when dealing with customers on all level issues/complaints
  • High-energy and positive “can-do” approach when dealing with internal and external customers
  • Ability to communicate with all levels of management and company personnel
  • Qualified candidates must also demonstrate excellent organizational, problem solving, and decision making skills while working under pressure
  • Ability to work autonomously and have a high energy level to motivate a team
  • Proper problem solving skills to resolve issues in an effective, positive, and prompt fashion
  • Aptitude to work in a complex and rapidly growing company
  • Results-oriented, ensuring targets are met on time and on budget
  • Must demonstrate good professional judgment and reliability
  • Must be highly accurate and detail-oriented
How to Apply

Interested candidates should submit their resume to [email protected] with Job #120430GW in the subject line.

About Our Organization

Lucigen Corporation is working to improve people’s lives by providing quality products and services to life science and healthcare professionals. Lucigen provides biomedical research products and services to customers worldwide, all under an ISO 13485-compliant quality system. 

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