Customer Service Manager

Company Name:
Jackson Laboratory
Tracking Code
Job Description
The Jackson Laboratory, located in Bar Harbor, Maine is seeking a Customer Service Manager in JAX Mice Clinical & Research Services (JMCRS).Reporting to the Associate Director, Customer Support, this position is responsible for strong leadership and development of the Customer Service (CS) team, continually seeking and driving opportunities for improvement in individual staff and team performance, quality and increased effectiveness of CS operations toward creating an industry leading operation with significant competitive advantage. The incumbent plays an essential role in the overall activities and success of JMCRS revenue growth as well as efficiency gains and enhancing the customer experience.
Staff development including effective growth paths, mentoring and continued development of a high performance team which supports the principles of professionalism, integrity and JAX Values
Dynamic leadership of the Customer Service team and continued performance improvement in the direction of creating a World Class Customer Service organization
Develops and drives Strategic growth initiatives proactively to improve quality and increase customer loyalty, gain efficiency and promote revenue growth
Operations management to ensure effective improvement in processes and the customer experience including but not limited to order receipt, order processing and order status communications using multiple communication channel
Customer communications management and complaint resolution through strategic use of customer care programs.
Required Skills
Four year degree in an applicable field is preferred
At least 5 years of supervisory experience directly in customer service work supporting technically complex products and services
2 years of management experience including excellent leadership and team-building skills
Demonstrated successful experience in developing and supervising staff with revenue goals and associated incentive programs
Strong proficiency in MS Office applications: MS Project, Excel, Word, PowerPoint and Outlook; outstanding organizational skills
Ability to be a positive team player across diverse internal and external organizations
Strong analytical, project management, and time management skills as well as excellent oral and written communication skills
Strong budget and program management skills and the ability to effectively utilize resources in delivering program/project goals
Demonstrated ability to examine and re-engineer operations and procedures, formulating policy, and developing and implementing new strategies and procedures as required ensuring quality service delivery
The successful candidate for this position will be required to clear a Consumer Credit Report prior to starting the new position.
Please submit a cover letter and r sum (as a single document) including contact information for three references referring to requisition # 4372 to our online application located at:
Job Location
Bar Harbor, Maine, United States
Position Type

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