Job Description

LHH is seeking a direct hire Customer Service Supervisor to sit on client site in Camarillo, CA.

Pay for this role is up to $85,000/year depending on experience.

This is an active customer Service/Sales Support rep with a reduced load to take on supervisory responsibilities.

Experience working customer service within BIOPHARMA is highly preferred!

ERP experience is REQUIRED.

• Provide accurate product information, pricing, quotes, modifications, and product availably and delivery dates.
• Process orders, quotes, returns, and exchanges accurately and efficiently.
• Respond promptly to customer inquiries via phone, email, and chat, demonstrating professionalism and empathy.
• Resolve customer complaints and concerns in a timely and courteous manner, striving to exceed customer expectations.
• Review (in ERP) BoM’s (Bill of Materials) to ensure capability of producing orders by confirming all costs, parts, and labor.

SUMMARY :

Supervise Customer Service department and ensure service levels are met or exceeded. Establish efficient and balanced workflows that maximize efficiency and produce high levels of service, quality, and customer satisfaction. Provide direct customer support for complicated or critical issues. Assist department manager in monitoring and measuring service metrics to help develop standards, improvements, or changes to process. Assist department manager to ensure projects, department milestones, and goals are met within approved budget

• ESSENTIAL FUNCTIONS: Supervise department's daily workflow and performance.
• Motivate and develop a team of 7-10 employees.
• Create effective Customer Service procedures, policies, and standards, identifying opportunities for continuous improvement.
• Maintain customer information database.
• Assist department manager with development of customer satisfaction goals.
• Respond to Customer Service issues in a timely manner. Prioritize escalated issues to facilitate solutions.
• Assist with Sales and Customer inquiries, quotes, order processing, and status updates.
• Coordinate with department manager to establish, implement, and train department members on policies, standards, and procedures.
• Report on performance metrics and Customer Service KPI's.
• Collaborate with the Sales and Operations team members (and other departments) to accomplish objectives.
• Assist department manager in recruiting efforts for Customer Service staff.
• Assist with customer audits when needed.
• Provide constructive feedback to department manager for performance evaluations.
• Performs other duties as assigned my direct manager

• QUALIFICATIONS: Bachelor's degree in Business Administration, Marketing, or related field (preferred).
• 3-5 years of experience in customer service, sales support, or a related field.
• 3+ years experience in the related area as an individual contributor.
• Biopharma (or similar industry) experience preferred.
• ERP experience (Syteline preferred).
• Extensive knowledge of Customer Service department processes.
• Advanced abilities within Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.)
• Excellent interpersonal and customer service skills.
• Effective oral and written communication skills. Effective communicator.
• Excellent organizational skills and detail oriented.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Good supervisory and leadership skills.
• Able to prioritize tasks and to delegate when appropriate.
• Able to maintain confidentiality with sensitive employee data.
• Patient, tactful, diplomatic, and approachable.
• Able to stay calm in difficult situations.
• Self-starter with strong sense of urgency and ability to deliver ahead of deadlines.
• Strong leadership and team-building skills.
• Excellent verbal and written communication skills.
• Proficiency in CRM systems, Microsoft Office Suite, and order management systems.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Requires valid CA Driver License and proof of automobile insurance

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