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