• Address: Norwood, MA 02062 (map)
• Date Posted: 10/12/09
• Job Type: Full-time

Customer Service Manager This position will be responsible for managing the customer service function. Key activities include staffing, developing and mentoring the customer call center to promote and execute superior customer service. • Assess and establish goals and objectives for the customer service group to continually improve performance. • Develop an annual budget and headcount plan for the customer service team. • Develop, implement, and enforce company polices and procedures to ensure GMP compliance and excellent customer service. • Develop and implement plan for staffing and personnel cross-training to support 24/7 phone coverage. • Project leader for cross-functional teams to design customer service policies, procedures and system implementation. • Obtain, analyze, and publish customer feedback to internal functions to identify service and product improvements. This includes trending of issues and generating reports for management to highlight opportunities • Work with logistics team to meet or exceed customer expectations surrounding delivery while reducing operating costs. • BS/BA degree or related work experience • MBA a plus • Minimum 5 years management experience, preferably in a medical customer service organization. Must be an effective change agent driven to inspire and implement change. • Process oriented individual who can work cross-functionally • Highly experienced in hiring, directing, coaching and developing customer service staff • Ability to design and implement performance metrics • Ability to influence without authority • Excellent analytical, writing, and oral communication skills • Experienced in PC applications and customer service applications. • Manage on and offsite customer service personnel • Manage vendor relationships for call service.