Astrix · 8 hours ago
Customer Service Manager
Rahway, NJ
Full-time
Onsite
Mid, Senior Level
$110K/yr - $125K/yrAstrix is seeking an experienced Customer Service Leader to ensure delivery of consistently high-quality, responsive service across all customer accounts. This role involves leading daily Customer Service operations, managing team performance, and acting as the escalation point for complex customer issues.
ConsultingInformation Technology
Responsibilities
Lead and manage daily Customer Service operations, including order acknowledgements, pricing, lead control, and customer satisfaction
Monitor, document, and coach Customer Service Representatives on productivity, accuracy, and performance metrics
Act as the escalation point for complex customer issues, working closely with Customer Service, Master Scheduling, and Shipping to resolve order and expedite challenges
Maintain direct communication with strategic accounts, providing timely updates and follow-up when issues arise
Oversee customer data maintenance to ensure accuracy and compliance
Train and onboard new Customer Service employees; develop training programs, schedules, and supporting documentation
Conduct 30-, 60-, and 90-day assessments for new hires, including development plans and training updates
Create, review, and improve Customer Service work instructions to enhance efficiency and customer experience
Enforce company standards, policies, and procedures while performing core Customer Service Representative duties as needed
Attend trade shows and support additional initiatives as assigned
Directly supervise Customer Service Representatives in accordance with company policies and applicable laws
Plan, assign, and direct work; address complaints; resolve problems; and document performance
Partner with Commercial Leadership during recurring one-on-ones and annual performance reviews to support team development and accountability
Qualification
Required
Experience in customer service leadership
Ability to manage daily Customer Service operations
Skills in monitoring, documenting, and coaching Customer Service Representatives
Experience in acting as an escalation point for complex customer issues
Strong communication skills for maintaining direct communication with strategic accounts
Knowledge of customer data maintenance for accuracy and compliance
Experience in training and onboarding new Customer Service employees
Ability to conduct assessments for new hires and develop training plans
Skills in creating, reviewing, and improving Customer Service work instructions
Ability to enforce company standards, policies, and procedures
Experience in supervising Customer Service Representatives
Skills in planning, assigning, and directing work
Ability to address complaints and resolve problems
Experience in partnering with leadership for team development and accountability
Company
Astrix
Astrix is the unrivaled market-leader in creating & delivering innovative strategies, solutions, and people to the life science community.
Founded in 1995
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dale Curtis
Chief Executive Officer
Reid E. Simpson
Chief Financial Officer
Recent News
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