Key Duties
Lead, coach and develop a geographically distributed customer service organization, including three Customer Service team members in the United States, one in Germany and the Client Services Key Accounts role.
Provide operational oversight and process governance for customer service activities supporting the China WFOE operating model. • Manage daily customer service operations, workload allocation, coverage, escalations and service-level performance across regions and time zones. • Define and maintain a differentiated, high-touch service model that provides proactive communication, reliable follow-through and clear ownership for customers, particularly strategic and key accounts. • Serve as the senior escalation point for complex customer issues, coordinating timely resolution and root cause follow-up across functions. • Own customer service business processes and requirements within Infor XA, Salesforce, MasterControl and, as applicable, HubSpot, partnering with IT and system administrators on configuration, integrations, testing and technical support. • Drive consistent system adoption, data quality, workflow governance, user training and documentation across the customer service organization. • Identify, prioritize and implement process improvements that reduce manual work, errors, cycle time and unnecessary customer touchpoints. • Establish, monitor and report actionable customer service KPIs, including order-entry cycle time, first response time, resolution time, case aging, order accuracy, backlog, service-level attainment and customer satisfaction measures. • Use KPI trends, customer feedback and root-cause analysis to develop corrective actions and demonstrate measurable improvements in service performance. • Oversee the order-to-shipment workflow, including order entry, pricing and credit holds, product availability, allocation, documentation, shipment status and proof of delivery. • Partner with Supply Chain, Logistics, Warehouse and Manufacturing to align customer commitments with inventory availability, production timing and shipment readiness. • Support compliant import and export processes, documentation and customer communication in partnership with Logistics, Trade Compliance and other responsible functions. • Ensure customer complaints and quality-related inquiries are documented, routed and followed through in accordance with MasterControl procedures, applicable quality requirements and company policies. • Maintain customer service SOPs, work instructions, controls and training materials and support internal, customer and regulatory audits as required. • Recruit, onboard, train and retain team members and manage performance through clear expectations, regular coaching and formal reviews. • Build effective working relationships with global customers, distributors and internal stakeholders and represent the voice of the customer in operational decisions. • Perform other duties as assigned.
Qualifications
Bachelor's degree in business, supply chain, life science or a related field required.
Five to seven years of progressive experience in customer service or customer operations within life science, diagnostics, biotechnology, medical device or another regulated, technically complex industry required. • Demonstrated experience directly managing and developing a customer service team required; experience leading employees across multiple countries or time zones preferred. • Proven record of defining, tracking and improving customer service KPIs with measurable results required. • Experience owning or leading business processes in ERP, CRM and quality-management systems required. Experience with Infor XA, Salesforce, MasterControl or HubSpot is preferred. • Experience supporting order management, supply chain or logistics processes preferred. • Working knowledge of import and export requirements, international shipping documentation or trade-compliance processes preferred.
Operationally minded leader with strong process discipline and a continuous-improvement orientation. • Ability to translate business needs into practical system requirements, workflows, controls and user adoption plans. • Strong analytical capability, including the ability to interpret operational data, identify root causes and communicate performance through clear KPIs. • Customer-first judgment and the ability to deliver responsive, proactive and high-touch service while balancing business policies and operational constraints. • Strong people leadership, coaching, team-building and performance management skills with clear accountability for results. • Excellent written and verbal communication skills and the ability to work effectively with customers, senior leaders and cross-functional teams. • Sound decision-making and escalation management in a fast-paced, regulated environment. • Strong organization, attention to detail and the ability to prioritize competing customer and operational demands. • Working knowledge of order-to-cash, complaint handling, inventory allocation and shipment coordination processes. • Proficiency with Microsoft Office applications and comfort learning and governing enterprise business systems. • Ability to maintain regular attendance and provide coverage outside normal working hours when required by global operation.
Travel: Up to 10%
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. (USA Only)*
