Apply on Employer Site

Cytiva · 1 day ago

Customer Service Manager

Marlborough, MA

Full-time

Onsite

Mid Level

$92K/yr - $96K/yr

3+ years exp

Cytiva is a company focused on life sciences and biotechnology, committed to innovating for tangible impact. The Customer Service Manager will lead an order management team, ensuring efficient processing of orders and addressing customer inquiries while fostering a culture of continuous improvement within the team.

BiotechnologyLife Science

Responsibilities

Manage daily CS operations and prioritize daily workload for the team

Deliver key performance indicators, including voice of the customer (VOC), order processing time, time to respond to customers, and case closure time

Mentor and coach individuals, providing support and guidance for their development

Support change by fostering an environment where employees feel safe to try new things and individuals are recognized for positively impacting the business

Build a culture of continuous improvement, leveraging DBS tools to identify process gaps and implement preventive measures

Qualification

Order managementSupply chain processesLeadershipContinuous improvementERP systemsCRM systemsCommunicationProblem solving

Required

Bachelor's degree

3+ years' experience leading people with demonstrated success meeting or exceeding performance standards

Hands-on knowledge of order management and supply chain processes

Problem solver who is able to quickly understand customer challenges, translate the challenges into action and guide the team to a solution

Excellent communicator who can convey a clear message to the team, develop credibility with others quickly, and gain consensus for client focused ways of working

Preferred

Working knowledge of ERP, CRM and phone systems (Oracle, SFDC, Anywhere365, Microsoft Teams)

Experience supporting and/or leading continuous improvement initiatives with proven results

Benefits

Paid time off

Medical/dental/vision insurance

401(k)

Company

Cytiva

Glassdoor3.5

Cytiva, now with the life sciences business from Pall Corporation, is a global biotechnology leader dedicated to helping customers discover and commercialize the next generation of therapeutics.

Founded in 2016

Uppsala, Uppsala Lan, SWE

10001+ employees