Astrix · 15 hours ago
Client Services Manager
Rahway, NJ
Full-time
Onsite
Mid, Senior Level
$110K/yr - $125K/yrAstrix is seeking an experienced Client Services Leader to ensure delivery of consistently high-quality, responsive service across all customer accounts. This role serves as the internal Voice of the Customer, proactively escalating needs, driving resolution, and continuously improving team performance, workflows, and overall customer satisfaction.
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 a Client Services leadership role
Ability to ensure delivery of high-quality, responsive service
Proven track record in managing daily Customer Service operations
Experience in monitoring, documenting, and coaching Customer Service Representatives
Ability to act as an escalation point for complex customer issues
Strong communication skills for maintaining direct communication with strategic accounts
Experience in overseeing customer data maintenance for accuracy and compliance
Ability to train and onboard new Customer Service employees
Experience in conducting assessments for new hires
Ability to create, review, and improve Customer Service work instructions
Knowledge of company standards, policies, and procedures
Experience in supervising Customer Service Representatives
Ability to plan, assign, and direct work while addressing complaints and resolving 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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