Job Description
We are seeking a seasoned and strategic Senior Customer Service Manager to lead the development and operations of our North America Customer Service Organization at arenaflex. As a key member of our team, you will be responsible for creating and implementing a comprehensive customer service strategy that meets the unique needs of our US and Canadian markets. If you have a passion for delivering exceptional customer experiences, a proven track record in customer service management, and a desire to make a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a global leader in the development and commercialization of innovative vaccines that unlock the power of the immune system. Our mission is to improve health and quality of life for children and adults around the world by protecting our tomorrow. With a rich history of innovation and a commitment to excellence, we are dedicated to making a positive impact in the lives of our customers and the communities we serve. **Job Summary** As our Senior Customer Service Manager, you will be responsible for leading the development and implementation of a comprehensive customer service strategy that meets the unique needs of our US and Canadian markets. You will oversee the creation and implementation of cross-functional customer service processes and operational models, manage customer service operations, and collaborate with internal and external stakeholders to drive customer satisfaction, retention, and growth. Your expertise will be essential in building strong relationships with wholesalers, distributors, and end customers, ensuring that our products are accessible to all those who need them. **Responsibilities** * Create and implement a North America Customer Service strategy that is customized for US and Canadian markets * Provide operational oversight of all North America customer service operations, including managing customer service coordinators that are responsible for managing customer inquiries * Create and implement cross-functioning customer service processes and operational models necessary to support the North America business * Establish and drive improvement in Customer Experience & Satisfaction. Identify, implement, and track relevant measures and KPIs to drive improvement * Serve as the primary point of contact for complex or escalated customer inquiries from end customers (i.e., physicians, hospitals, pharmacies, clinics), wholesalers & distributors, patients, and third-party logistics providers (3PL), efficiently resolving any issues in a timely manner while maintaining strong customer relationships * Channel and inventory management with distributors and wholesalers to ensure product accessibility to all end customers * Establish and build strong relationships with relevant wholesaler/distributor contacts * Monitor wholesaler & distributor orders and inventory levels and collaborate with wholesalers/distributors to prevent potential end-customer stock-outs or omits due to lack of inventory at the wholesaler/distributor level * Holds wholesalers/distributors accountable for sufficient inventory levels as per SLAs * Develop wholesaler/distributor trend analyses of orders and inventory levels to drive proactive management to avoid issues * Develop customer inquiry trend analyses, proactive issue management, and resolution strategies, and collaborate with commercial partners to implement * Oversee daily operations to ensure compliance with contracted service level agreements (SLAs) and performance metrics * Lead education of internal and external partners on new product customer service requirements or changes to customer service approach for existing product portfolio * Create a process to routinely survey, collect, and analyze arenaflex customer feedback to identify areas for improvement in products or services * Build cross-functional relationships with internal and external stakeholders to resolve customer escalations pertaining to customer orders and overall service delivery * Collaborate with leadership to enhance customer satisfaction by streamlining tools, processes, customer-facing communication strategies, and marketing materials * Liaise with cross-functional departments as needed to effectively address and resolve customer inquiries * Train, mentor, and develop customer service team members to ensure consistent performance, professional growth, and motivation to deliver exceptional service to external customers * Monitor and evaluate team performance, providing constructive feedback and corrective actions as necessary **Essential Qualifications** * Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering, or a related field * A minimum of 7+ years in customer service management or customer support * A minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience * A minimum of 3+ years in people management * Customer Service experience in North America, especially in the US market * Prior experience in establishing customer service-related processes & operating models * Strategic and enterprise-wide thinking * Ability to manage operational tasks * Excellent verbal and written communication skills * Experience using customer management tools such as Dynamics 365 * Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month * Effective and proactive problem-solving skills * Able to operate autonomously in a fast-moving environment **Preferred Qualifications** * Master's degree in Business Administration, Health Administration, or a related field * Experience working in a global organization with a strong focus on customer service * Proven track record of driving customer satisfaction and retention * Experience with vaccine or pharmaceutical industry regulations and compliance * Familiarity with arenaflex products and services **What We Offer** * A chance to work in an international company with unique technology and a dedicated workforce * A dynamic and flexible work environment * An opportunity to develop both your personal and academic competencies * A comprehensive benefits plan * A competitive compensation package **Salary Range** * $140k - $215k **Location** * US Remote; Headquarters is in Durham, NC **How to Apply** If you are interested in this exciting opportunity, please submit your application via our recruitment system. We look forward to receiving your application and learning more about your qualifications and experience. **About arenaflex** arenaflex is a global leader in the development and commercialization of innovative vaccines that unlock the power of the immune system. Our mission is to improve health and quality of life for children and adults around the world by protecting our tomorrow. With a rich history of innovation and a commitment to excellence, we are dedicated to making a positive impact in the lives of our customers and the communities we serve. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. **Apply Now** Apply Job! Apply for this job