Manager of Customer Service

Customer Service Manager

GlyMed Plus, a trusted leader in professional skincare within the aesthetics industry, is looking for a Customer Service Manager to join our team of skincare enthusiasts. GlyMed Plus’s full-spectrum skincare is focused on delivering exceptional results withing the professional skincare space. The company prioritizes quality ingredients and values the contributions of its employees within our “Culture of Excellence.” Committed to supporting skincare professionals and giving back to communities, GlyMed Plus has been operating for over 34 years and continues to be an industry leader across the world. Through its clinical-grade products, advanced education, and innovative technological eCommerce platform, GlyMed Plus empowers aesthetics professionals to enhance their offerings through cutting edge products, education, and solutions. GlyMed Plus's "Culture of Excellence" is a climate where employees feel their contributions have a purpose and are meaningful.

The Customer Service Manager reports directly to the senior management and provides necessary dual channel client support to ensure timely and efficient management of client requests, questions, and needs. This person interacts daily with internal and external clients, evaluating the processing of orders, training/coaching team members, seeing where processes and procedures can improve - providing the highest level of service and meeting the needs of our clients. This individual advocates on behalf of the company while balancing client objectives internally and externally. This role requires client relations expertise, alternatives, and insight to support the daily WINs of the team while managing customer issues and concerns.

Essential Functions:

· Communicate with applicable internal departments for account level resolution and portfolio management.

· Answering Customer Service and Sales representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by outside/inside representatives.

· Works within an ERP platform.

· Assists CRM in the management of all weekly and monthly status calls with the client and all internal customer service personnel and clients.

· Provides leadership and expertise to team while working to improve client experience

· Advocates and represents both the client and the company at all times.

· Assists management in identifying root problems and provide solutions utilizing either existing processes to enhance satisfaction, or changes management can provide to improve services or platform performance.

· Hiring, training, coaching, and leading team members as they provide support for customers.

· Assists in preparing presentations for meetings scheduled with clients and senior management.

· Assists in working through customer experience investigations on a daily basis.

· Assists in monitoring exception reports.

· Assists in pulling calls that are provided to the Client on a monthly basis.

· Assist in identifying root problems and provide solutions utilizing either existing processes to enhance satisfaction, or changes GlyMed can provide to improve services or platform performance.

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach team members regarding processes and practices, and explain expectations to employees.

· Oversees credit balance refund in REGEN admin to ensure appropriate documentation is provided to the Client and the appropriate refunds are being processed. Authorizing replacements or refunds within authority capacity.

· Assists in pulling documentation from ERP for client audits.

· Maintains and oversite of CRM & REGEN Admin platform.

· Performs other duties as assigned.

Education and Experience:

· B.A.in a Business-related field preferred; High School Diploma or equivalent education required.

· Three (3) years minimum of business-related customer service management experience .

Summary of Qualifications:

· Ability to acquire new subject matter quickly.

· Excellent written and verbal communication skills needed.

· Must be poised, professional and be an example of comping through ambiguous situations.

· Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions.

· Effective planning, time management, organizational, follow-up and problem-solving skills is a must.

· Willingness and ability to handle a variety of assignments, work under pressure, work at a rapid pace.

· Ability to set appropriate professional boundaries with team members.

· Ability to effectively deal with a variety of personalities, people, and circumstances while projecting a calm, competent, and professional manner.

· Proficient use of PC software preferred and a strong willingness to learn new programs (Word, Excel, PowerPoint, REGEN, NetSuite, HubSpot).

Work Environment/Physical Demands:

· Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time.

· Sitting at desk for most of work shift.

· Some travel may be required.

Benefits We Provide!

· Comprehensive insurance coverage—medical, vision, dental, pet, life and critical illness.

· 13 paid holidays.

· Free Snacks!

· Annual bonuses based on company and individual performance and retention level.

· Company events, luncheons, and discounts.

· Generous Paid time off and sick time.

· 401k retirement plan—100% match up to 3% (even if you don’t contribute), plus 50% up to 5%.

Job Type: Full-time

Pay: $55,612.00 - $69,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $55,612 - $69,000