What are the responsibilities and job description for the Customer Care Manager position at Fortis Life Sciences?
The Opportunity
Fortis partners with diagnostics and life sciences companies to design, validate, and manufacture solutions to solve their complex development problems. Fortis' tailored approach and end-to-end capabilities accelerate the work of its customers as they bring the next generation of medicines and diagnostics to market. Fortis serves a global customer base and has offices across the world including four R&D sites and three GMP and ISO 13485 compliant manufacturing facilities in North America.
The Customer Care Supervisor is responsible for leading and managing Customer Care team members. This team is pivotal in overseeing the entire order fulfillment process, providing critical support to our sales team and ensuring a seamless experience for our customers. The role involves managing order entries, onboarding new customers, coordinating with production and shipping teams, generating product quotes, and maintaining customer data in our SAP ERP system.
The Customer Care Manager will ensure exceptional customer service operations. This role is pivotal in owning the entire order fulfillment process in support of our sales team and our customers. Responsibilities include providing outstanding customer experiences, maintaining strong relationships with Business Development partners while collaborating closely with our manufacturing, product logistics teams, and support sales efforts such as up selling antibody / antigen pairs.
What You Will Do
- Lead customer service team members in the day-to-day operations by managing the quote to cash process.
- Take ownership of customer issues and follow problems through to resolution.
- Develop best-in-class service procedures, policies, and standards.
- Create, monitor, and analyze Customer Experience KPIs to identify areas for improvement to enhance the overall customer experience.
- Assist team members to validate and enter orders in SAP ERP with appropriate account coding and approvals.
- Support inside sales initiatives, including up selling antibody / antigen pairs to enhance customer engagement and drive additional revenue.
- Mentor and develop customer service team members and nurture an environment where they can excel through encouragement and empowerment.
- Collaborate with marketing, sales, manufacturing, and product logistics, to execute strategies that drive customer loyalty, retention and revenue growth.
Who You Are & What You Bring
Preferred educational and experiential background :
Knowledge, Skills, and Abilities :
What We Offer
We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission : "Pursuing a Healthier World by Creating Tomorrow's Science Today" is complemented by our core values ( EXCITE ) :
E xcellence - We believe in solving for root cause. No shortcuts, no "band-aids"
Customer First - We prioritize the experience and outcomes of our customers above all.
Integrity - We are honest and accountable, holding ourselves to a high standard of ethical conduct.
Trust - We believe an engaged, empowered team begins with a foundation of trust. We trust our team members to make the right decisions and to be driven by and evaluated on results.
Entrepreneurship - We encourage smart risk taking. We value novel mistakes in the pursuit of innovation.
Fortis provides a competitive salary, success-sharing bonus plan, medical, dental, disability and life insurance, and a 401(k) plan. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We are an E-Verify Employer in the United States.
