Customer Service Manager

I’m partnered with a growing biotech company based in Indiana that’s making a meaningful impact in the life sciences space. They’re looking for a Customer Service Manager to join their team and lead a small but mighty group supporting clients, partners, and internal stakeholders.

This is a great opportunity for someone who thrives in a fast-paced, collaborative environment and has a passion for delivering top-tier service in a regulated industry.

Why this could be your next big move:

• High-growth biotech with a strong product pipeline and expanding customer base
• Opportunity to build and optimize customer service operations
• Collaborative, mission-driven team with a down-to-earth culture
• On-site role with real visibility and impact

What you’ll be doing:

• Lead and mentor a team of customer service specialists supporting order management, product inquiries, and issue resolution
• Serve as the primary point of contact for escalations and high-priority client needs
• Collaborate cross-functionally with Sales, Supply Chain, QA, and Technical teams to ensure seamless customer support
• Analyze customer service metrics to identify trends, inefficiencies, and opportunities for improvement
• Develop and refine SOPs and best practices for customer interactions in a regulated (GxP) environment
• Ensure timely and compliant documentation of all customer interactions and product-related communications

What we’re looking for:

• 5 years of experience in customer service, with at least 2 years in a leadership or management role
• Experience working in a biotech, pharma, or other life sciences company highly preferred
• Strong understanding of setting up order management systems (e.g., SAP, NetSuite) and CRM platforms
• Excellent communication skills and a proactive, solutions-oriented mindset
• Ability to lead a team with empathy, accountability, and a continuous improvement mindset
• Must be local to Indiana