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Customer Service Process Manager

Job SummaryManages a Customer Service process/segment and may also manage a team(s) of Customer Service Representatives, Specialists and Team Leads. Is responsible for the development, implementation and oversight of a business process segment. Leads individuals and teams to achieve performance goals while ensuring VWR policies and practices are followed correctly. Develops procedures, establishes standards and administers activities to effectively respond to customer requests, problems and requirements. Develops employees? skills and talent. Collaborates with Sales, customers, and others to improve processes, customer service, and sales force productivity.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
+ Overall responsibility for performance improvement of specific Customer Service process/segment in order to meet individual and team goals, as well as, dept. objectives.
+ Responsible for staff?s skill and talent development.
+ Manages direct report hiring, training, quality monitoring, coaching, and retention.
+ Creates efficient and accurate management procedures.
+ Manages all project documentation to ensure up to date communications for all departments, recommends improvements and participates in development of operational changes and project plans.
+ Makes recommendations to senior management on programs to improve overall Customer Service operations.
+ Monitors daily workflow and adjusts assignments to meet service levels.
+ Works closely with Sales, customers, and others to develop and implement best practices and process improvements to improve customer service and sales force productivity.
+ Develops partnership relationship as key interface with assigned segments to help improve customer intimacy, drive profitable growth, and provide sales force productivity.
+ Handles escalated calls and resolves complex customer issues.
+ Maintains a safe work environment.
+ Performs other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
+ Bachelors degree from an accredited college or university with a major in business, management, or other related discipline; or a combination of education and experience that would provide the required knowledge, skills, and abilities
+ 6+ years applicable experience and 2+ years leadership responsibility preferably in a call center environment
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
+ Ability to lead and develop individuals and teams
+ Ability to manage processes and people to ensure operational excellence and customer intimacy
+ Knowledge of VWR Systems, processes, and company resources
+ Strong interpersonal and communication skills
+ Ability to collaborate with Sales, customers, and others throughout the organization to improve processes and results including the ability to engage with senior management
+ Ability to analyze problems and make sound decisions
+ Must be proficient in Microsoft Office suites of software specifically excel
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
DISCLAIMER:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.Avantor is proud to be an equal opportunity employer.
EEO Statement
Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
This site is governed solely by applicable U.S. laws and governmental regulations. Use of this site constitutes your consent to application of such laws and regulations and our Privacy Policy.
Avantor? is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.
Learn more at www.avantorinc.com and www.settingscienceinmotion.com.

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