What are the responsibilities and job description for the Manager, Customer Service position at DWK Life Sciences?
BACKGROUND :
DWK Life Sciences LLC (DWK) was created as a result of the merger of three industry leaders and provides the world's laboratories and production environments with the most comprehensive range of labware for scientific research and technical applications, as well as solutions for storage and packaging. We manufacture a full range of precision glassware and specialty products for life sciences. We also offer products and services (vials, ampules, stoppers, septa, seals, caps, bottles, tubes, flasks, and value-added services) to customers seeking packaging solutions.
Company revenue is generated through four primary channels : Global distributors, National distributors, Direct field selling efforts, and inside / telephone sales selling efforts.
DWK supports four primary market segments : Laboratory, Pharmaceutical, Analytical Sciences, and Industrial glass.
POSITION SUMMARY :
The Manager, Customer Service efficiently and professionally manages the Customer Service group in North America, which includes Customer Service Representatives (CSR's) responsible for intercompany and international accounts. This position oversees Customer Service activities such as order entry in the SAP system for specified accounts including customer orders and profiles, shipment and delivery monitoring, including completion of export documentation as required. The position is responsible for communicating pertinent data to customers and DWK personnel including entering and following customer complaints to conclusion. The Manager, Customer Service is responsible for coordinating with production, sales, and shipping personnel, as well as freight forwarders with regard to shipping arrangements and / or problems. This position also handles deduction and other credit issues such as, but not limited to, assisting with collection of payment for cash in advance orders. Working with the Supervisor, Customer Service this position is responsible for managing a team of CSRs in the U.S. and Mexico for personnel issues such as time reporting and employee relations, in addition to the shifting of daily assignment and overall workloads.
The Manager, Customer Service participates in continuous training programs, works within ISO and EHS guidelines and creates a cohesive team and positive work environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Establishes and monitors key performance measures and metrics for Customer Services processes, procedures, and systems.
- Manages and supports customer service representatives in daily activities including assigning tasks, monitoring workload and phone coverage with or in the absence of Supervisor, Customer Service.
Trains new employees and retrains existing associates in established Customer Service processes, procedures, and systems.
Communicates requirements and coordinate issues with departments with supply chain.
EDUCATION and / or EXPERIENCE :
WORK ENVIRONMENT / CONDITIONS / PHYSICAL DEMANDS :
Work will take place in an office environment. Employee may be required to work weekends, holidays and be on-call on occasion. Travel occasionally; both domestic and international.
These are considered essential duties and are illustrative of those job tasks, which are fundamental. Employees may be required to perform additional related duties as may be assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Learn More
