Customer Service Manager

All Chem Life Science is seeking a dedicated and experienced Customer Service Manager to join our dynamic team. As a leader in the life sciences industry, we are committed to providing exceptional service to our clients while maintaining our reputation for quality and innovation. The Customer Service Manager will play a vital role in ensuring customer satisfaction by overseeing and enhancing our customer service operations. This position requires a proactive individual who can develop strategies to improve customer interactions and streamline service processes. You will be responsible for leading a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to handle client inquiries and issues efficiently. In addition to managing day-to-day operations, you will collaborate closely with other departments to resolve issues and implement solutions that enhance the customer experience. This role not only requires strong leadership skills but also a deep understanding of customer needs in the life sciences sector. If you are passionate about elevating customer service standards and contributing to the success of a growing company, we want to hear from you! Join us at All Chem Life Science and help us maintain our commitment to excellence in customer service.

Responsibilities

• Lead and manage the customer service team, providing guidance, training, and support to enhance performance.
• Develop and implement customer service policies, procedures, and enhancements to improve overall service quality.
• Monitor and measure team performance, providing feedback and coaching to ensure high levels of customer satisfaction.
• Resolve complex customer inquiries and complaints in a timely and effective manner while ensuring a positive experience.
• Collaborate with sales, marketing, and product teams to address customer needs and improve service offerings.
• Analyze customer service metrics and data to identify trends and areas for improvement.
• Develop and conduct training programs for the customer service team to ensure knowledge of products and services.

Requirements

• Bachelor's degree in Business, Management, or a related field; relevant experience may substitute for education.
• Proven experience as a Customer Service Manager or similar role, preferably in the life sciences or pharmaceutical industry.
• Strong leadership and team management skills with a track record of motivating and developing staff.
• Excellent communication and interpersonal skills, with a focus on customer engagement.
• Ability to analyze data and metrics to enhance customer service performance.
• Proficiency in customer service software and tools; experience with CRM systems is a plus.
• Problem-solving aptitude with a strong customer-oriented mindset.