Customer Service Manager

Organization
Lucigen Corporation
Job Location
2905 Parmenter Street
Middleton, WI 53562
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 a collaborative and experienced customer service manager to direct and oversee the company’s customer service team and foster a strong customer-focused culture. Additional responsibilities for the position include:

  • Manage Customer Service team, and other staff members as assigned
  • Supervise, evaluate, and review employee performance, ensuring that there is a high quality and well trained staff to meet current and future business requirements
  • Manage reports’ schedules to ensure appropriate coverage based on workload and critical/time-sensitive projects and make staffing recommendations
  • Acting a customers’ primary escalation point, provide back-up to staff members as needed to ensure that orders are processed and customer inquiries are handled promptly
  • Oversee the day-to-day operations and customer service interactions; build team identity with positive leadership and coaching of staff members to achieve company goals
  • Coordinate customer communications (price changes, discontinuations, backorders, etc.), working in close coordination with Manager to ensure appropriate and timely notification to customers & distributors worldwide
  • 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 (promptly processes orders and credit card payments, provides order status, changes, etc.)
  • Manage and issue product quotes/discounts (i.e. New Lab), bid responses & other orders for all customer inquiries received (domestic/international, direct, or through distribution partners), applying good judgment, using pricing guidelines provided and seeking approval/feedback from various departments and Global Sales Director, as may be required
  • Contribute actively to commercial & marketing initiatives/opportunities, especially those initiatives focused on driving incremental business growth through the Sales team
  • Analyze and report key business metrics to Manager via weekly sales update report or other reporting that may be requested; develop and maintain appropriate metrics to meet strategic business objectives and/or departmental objectives
  • Handle customer complaints by ensuring a prompt investigation and conclusion following Lucigen’s quality standard; document customer complaints in quality system and represent the Sales team in weekly record review meetings
  • Provide assistance to new customers with account setup as needed
  • Work with Manager on customer service initiatives to improve the efficiency and effectiveness of the Customer Service and Sales teams
Requirements

This position requires a bachelor’s degree in business, marketing or equivalent, with a minimum of 7-10 years in a customer-service/customer-facing environment. Additional requirements include:

  • At least five years of management/supervisory experience
  • Life science or related industry knowledge strongly preferred
  • Experience in supporting a global sales organization, including direct sales and through distribution partners
  • A solid understanding of ERP systems for placing and tracking orders and managing customer and product/service interface, preferably using Microsoft Dynamics GP, and advanced knowledge of Microsoft Office products and a CRM system
  • Excellent communication, interpersonal, and listening skills; ability to communicate with all levels of management and company personnel
  • High-energy and positive “can-do” approach when dealing with internal and external customers; ability to effectively listen, acknowledge, and show calm when dealing with customers on all level issues/complaints  
  • 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
  • Experience in demonstrating leadership, influencing and collaboration in a multi-discipline environment
  • Proven ability to prioritize and manage multiple projects and be adept at multi-tasking
  • High sense of urgency, attention to detail and result-orientation
How to Apply

Interested candidates should submit their resume to hr@lucigen.com with Job #017220GW  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. Core competencies include enzyme evolution, protein expression, cloning, competent cells, NGS, and molecular diagnostics.

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