Customer Experience Manager

Brief Description

We are currently looking to add a Customer Experience Manager to our team in St. Cloud, MN. In this role, you will be responsible for overseeing the Customer Experience personnel and ensuring operational excellence.

What can I expect in this role?

This position is a full-time salary exempt position.

Some key duties in this role include:

Customer Experience Team Management:

• Oversee the customer experience team to ensure a high standard of service delivery and customer satisfaction.
• Develop and implement strategies to enhance the customer experience and ensure consistency across all touchpoints.
• Work closely with the team to resolve customer issues and gather feedback to drive continuous improvements.
  
  

Process Optimization:

• Identify opportunities for process improvement and implement best practices across the customer experience team.
• Collaborate with cross-functional teams to streamline workflows and enhance operational effectiveness.
• Support Area Sales Managers and Marketing Department efforts in sales, marketing and distribution as required.
• Coordinate with Operations to provide real-time product availability information to customers and distributors.
  
  

Team Leadership:

• Provide leadership, coaching, and mentorship to the customer experience team.
• Foster a culture of continuous improvement and accountability within the team.
  
  

Strategic Planning:

• Contribute to strategic planning initiatives and support business growth objectives.
• Work closely with senior management to develop and execute customer facing strategies aligned with company goals.
  
  

Data Analysis and Reporting:

• Utilize data-driven insights to make informed decisions and recommendations.
• Prepare regular reports and presentations for senior management on sales performance, customer experience metrics, and operational efficiency.
  
  

Who is Microbiologics?

Microbiologics is one of the fastest growing international biotechnology companies in the nation. We are the world’s leading experts and go-to collaborators in biological products and services, focused on protecting the health and safety of people around the world. For over 50 years, we have been partnering with healthcare and life science laboratories, manufacturers, and suppliers across the globe to co-create and provide biological control materials, assay services and consulting for microbiology, molecular diagnostics, and virology. Headquartered in Saint Cloud, Minnesota, we have additional facilities in California, Kentucky, and Michigan.

Our award-winning culture is friendly, collaborative, and supportive, providing endless opportunities for individuals to learn and grow, both personally and professionally. At Microbiologics, we believe that "great vision without great people is irrelevant." That's why we are always looking for great people to join our dynamic, innovative company as we provide the highest quality biomaterials for a safer, healthier world.

What can we offer you?

Glad you asked!

We have a comprehensive benefits package that includes your standard benefits such as health and dental insurance, health savings account (company funded), life insurance, short and long-term disability, and a 401k program with a generous match to name a few. In addition, we are proud to support our team and their families by offering daycare assistance, tuition reimbursement, bonus potential, a competitive compensation and benefits package, and plenty of opportunities for training and growth.

What makes you a good fit?

Our goal is finding the right individual for our team – we firmly believe that the right person is someone to invest in and invite to join our family.

Here is what we are looking for:

• A bachelor’s degree in business administration, marketing, or a related field preferred.
• Minimum four years previous customer service management experience required.
• Strong leadership skills with the ability to motivate and inspire teams.
• Proficiency in CRM software (e.g., Salesforce) and ERP systems (e.g., NetSuite).
• Strategic thinking with a track record of driving results and achieving business objectives.
• The ability to pass a background check and drug screening.
  
  

If you have a passion for science, we encourage you to apply!