Customer Service Manager
Job Summary
The Customer Service Manager will oversee operations and lead a team in the life sciences sector. This role focuses on enhancing service standards, managing KPIs, and ensuring efficient dispatch and logistics processes. The candidate will also collaborate with stakeholders to resolve complex issues and drive process improvements.
Responsibilities
- Manage and lead customer service and dispatch teams
- Monitor and achieve team KPIs
- Oversee customer service workflows and service standards
- Resolve complex customer inquiries and stakeholder management
- Supervise logistics and dispatch operations
Required Skills
- Minimum 5 years of customer service/operations experience
- Strong leadership and team development skills
- Experience in CRM systems
- Problem-solving and stakeholder management
- Operational process improvement
Job Details
Key Responsibilities:
Customer Service & Operations Excellence
- Oversee and enhance customer service workflows to improve efficiency and service standards
- Ensure accurate documentation and tracking of all customer interactions and cases
- Manage service tools and systems to support timely resolution of customer issues
Team Leadership & KPI Management
- Lead, coach, and develop the customer service and dispatch teams
- Set, monitor, and drive team KPIs to ensure performance targets are achieved
- Identify training needs and provide continuous development support
Issue Resolution & Stakeholder Management
- Handle complex customer issues by identifying root causes and escalating where necessary
- Collaborate with internal departments such as sales, operations, and technical teams to resolve inquiries
- Maintain strong communication with both internal and external stakeholders
Logistics & Dispatch Oversight
- Supervise dispatch operations to ensure timely and accurate delivery of products
- Monitor delivery quality and address any service gaps
Process Improvement & Projects
- Support the rollout of new products, promotions, and business initiatives
- Identify opportunities to streamline processes and enhance customer experience
Job Requirement
- Minimum 5 years of experience in customer service, customer operations, or related roles
- Experience with CRM systems will be an advantage