Manager, Customer Service

The Manager, Customer Experience, is responsible for ensuring proactive, high-touch service from implementation through the life of the partnership for all of Safecor Health’s customer. This role leads Safecor Health’s customer-facing support team and will leverage data, discipline of process, and consistent and proactive communication to evolve and transform the organization’s approach to its customer support experience.

• Manages and supports the Customer Experience team.
• Monitors customer portal inquiries and ensures timely response and acts as the point person for escalated customer concerns.
• Drives proactive and well-documented communications for all customer interactions.
• Partners across the organization on key projects regarding customer experience.
• Monitors and drives KPIs to ensure an outstanding customer experience.
• Communicates and support new services as they are introduced to customers.
• Works with the Operations team to determine lead times and order prioritization.
• Ensures that all customer data is loaded, monitored, and maintained within various databases, including packaging modes, data label requirements, and customer preferences.
• Supports all other functions and business goals as needed to meet company objectives.
• Acts as a strategic cross-functional partner, collaborating with Operations, Sales, IT, Quality, Regulatory, Finance, and other business functions to improve processes, resolve complex customer issues, and ensure exceptional customer experience.
• Balances customer expectations with operational capabilities and business priorities to support sustainable growth and long-term customer success.

• High School Degree/GED required. Bachelor’s degree in business-related discipline is highly desirable.
• Minimum of 5
  -7 years customer service, customer support, inside sales, or account management in a high-touch customer model required.
• Experience with CRM and ERP systems required.
• Experience developing Customer Experience processes and teams to support scalability.

• Experience managing a customer service team in a growth environment while providing real-time feedback and coaching.
• Able to deliver a consistent and positive customer experience by building positive relationships and providing excellent communication through all customer channels (phone, email, CRM, etc.).
• Demonstrated ability to provide clear, concise, and positive communications to all internal and external customers on expectations, timelines, and issue resolutions.
• Strong proficiency with phone system navigation and full Microsoft 365 Suite (Word, Excel, Outlook, Notes, Teams).
• Ability to effectively multi-task, react to a variety of customer needs, reprioritize when needed, and move the business forward through challenges.
• Understanding of hospital pharmacy operations and how repackaging and barcoding services integrate into the customer operations and supply chain to their specific needs and business requirements.
• Understanding of drug descriptions and National Drug Code (NDC) number configurations
• Strong business acumen with the ability to understand operational workflows, commercial priorities, financial impacts, and technology solutions while making sound business decisions.
• Demonstrated success working in a highly cross-functional environment, building partnerships across Operations, Sales, IT, Quality, Regulatory, and other departments to achieve shared business objectives.

• Strong, positive communicator (verbal and written) and collaborator. Able to develop and maintain positive relationships with customers, employees, officials, and other stakeholders.
• Learns and adapts with the organization.
• Creates an inclusive environment where feedback, ideas, and perspectives are welcomed and encouraged.
• Demonstrates strong emotional intelligence and self-awareness.
• Shows accountability for actions and decisions and accepts responsibility for results.
• Influences others towards solutions, including customers, through a keen understanding of needs, challenges, and desired outcomes.
• Persuasive verbal abilities/skills to influence and enable customers to be active participants in the implementation process.
• Is solutions-oriented, while balancing organizational and customer needs.
• Demonstrates a strong bias for action in their daily work and strives for excellence.
• Monitors and drive appropriate KPIs to ensure an outstanding customer experience
• Detail oriented, ability to manage multiple projects simultaneously.