About the role

AI summarised

The Customer Service Manager leads a multi-national team of customer operation specialists focusing on order fulfillment, collections, and contract management. This leadership role is responsible for ensuring compliance with SOX and ISO standards while driving strategic initiatives to improve customer satisfaction and operational productivity.

Life SciencesOnsite

Key Responsibilities

Provides leadership for customer operation specialists in order fulfilment, quota credit, collections and contracts
Executes Strategic Intent and implementation of the organization/ business strategic plan
Directs design, development, and implementation of organization programs
Leads the Organization to meet high standards related to Customer Satisfaction/ACX and Service Level Agreements
Drives a culture of collaboration, focus and customer intimacy
Plans, organizes, directs and controls activities and resources to provide innovative business solutions
Collaborates with Business Partners in Finance, Order Fulfillment, and Sales to solve problems and provide streamlined service
Ensures progressive expansion of the organization´s scalability and steady productivity gains

Requirements

Bachelors or Master Degree or University Degree or equivalent plus demonstrated industry experience
Typically has 5 years of managerial experience
Demonstrated ability to lead and transform multi-national organization and build motivated teams
Experience in setting a clear and aligned organizational vision
Demonstrated ability to define and execute strategic plans
Established track record to define and implement strategies and programs that benefit the area of expertise
Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution
Experience working in an audit environment governed by SOX, ISO, and other audit regulations
Proven ability to lead large teams and ensure operational excellence across the entire organization
Customer Services/Operations experience preferred
Excellent verbal and written communication skills
Strong in conflict / confrontational management and self-driven with urgency
Proficient in software (Microsoft suite, Power BI, Generative AI) with the ability to build insightful dashboards and automate workflows
Ability to support data-driven decision making and build a diverse team with critical skills