Customer Service Manager

The Customer Service Manager, Proprietary Products Division, is responsible for leading the North America Customer Service team to deliver exceptional customer experiences across the portfolio. This role partners closely with Sales and cross-functional teams to drive customer satisfaction, operational excellence, and business growth in a digitally enabled environment.

• Lead, coach, and develop the North America Customer Service team.
• Build and sustain a high-performance, customer-centric culture.
• Drive accountability through performance management, coaching, and development planning.
• Oversee team capacity planning, workload distribution, and service coverage.
• Ensure cross training to establish adequate backups for all business units and roles.

• Align customer service processes at various Calibre Scientific sites to the extent possible.
• Ensure delivery of best-in-class customer service across all channels (phone, email, chat, etc.).
• Monitor and improve key service metrics, including response times, resolution rates, and customer satisfaction.
• Identify and implement process improvements to enhance service quality and efficiency.
• Handle complex and escalated customer service issues, ensuring timely resolution.

• Support customer service operations related to e-commerce, including online order inquiries, fulfillment coordination, and returns.
• Ensure alignment between customer service processes and digital customer journeys.
• Leverage e-commerce insights to improve customer experience and operational performance.

• Partner with Sales, Marketing, Site Managers, Supply Chain, and Product teams to align on customer needs and business priorities.
• Provide customer insights and feedback to support sales strategy and product improvements.
• Support commercial initiatives that enhance customer retention and growth.
• Provide support for ERP processes and expertise for projects and process optimization.

• Track, analyze, and report on team performance and customer trends.
• Use data to identify gaps and drive continuous improvement.
• Provide regular updates and actionable insights to the Sales Manager, North America.

• Bachelor's degree or equivalent experience/training
• 2+ years' of progressive experience managing a customer service team
• Excellent written and verbal communication skills
• Experience in life sciences, pharmaceutical or lab-based industry preferred
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Experience working within e-commerce or a digital customer service environment