PharmaLink, Inc. · 11 hours ago
Customer Service Manager (On-Site)
Largo, FL
Full-time
Onsite
Mid, Senior Level
5+ years expPharmaLink, Inc. is seeking a Customer Service Manager responsible for leading the Customer Service function and delivering a consistent, high-quality customer experience. This role provides strategic and operational leadership to ensure customer interactions meet service level agreements, quality standards, and regulatory requirements.
LogisticsPharmaceutical
Responsibilities
Lead, motivate, and develop the Customer Service team to achieve company objectives and service level targets
Provide clear expectations around productivity, quality, professionalism, and accountability
Coach, mentor, and counsel team members through regular feedback, performance evaluations, and development plans
Support workforce planning, onboarding, training, and succession planning for a growing team
Foster a culture of engagement, collaboration, inclusion, and continuous improvement
Oversee daily customer service operations, ensuring timely and accurate resolution of customer inquiries
Monitor customer communication trends, ticket volumes, quality metrics, and capacity requirements
Analyze and prioritize workloads based on inbound demand and business needs
Manage escalations and ensure appropriate resolution of complex or high-impact customer issues
Identify trends that indicate opportunities for Level 1 & 2 support, process improvements, or automation
Develop, implement, and maintain KPIs aligned with customer service goals and company priorities
Ensure daily, weekly, and monthly KPIs, SLAs and contractual obligations are consistently met or exceeded
Prepare and present operational reports and insights to leadership, highlighting trends, risks, and improvement opportunities
Use data-driven decision-making to manage performance and guide strategic initiatives
Evaluate, audit, and improve customer service processes to increase efficiency, quality, and scalability
Lead continuous improvement initiatives, including documentation of policies, procedures, and workflows
Leverage CRM and ticketing systems (e.g., Atlassian JIRA and Confluence or comparable platforms) to optimize performance and visibility
Partner with cross-functional teams to support system enhancements, change management, and customer experience initiatives
Qualification
Required
Strong capabilities in Leadership, Communication, and People Management
Demonstrated success improving customer satisfaction (CSAT), service levels (SLAs), first response time, and resolution time
Strong working knowledge of contact center operations (ticketing/workflows, queue management, escalation paths, scheduling)
Strong proficiency in Microsoft 365, Teams, JIRA
Ability to analyze performance using KPIs and reporting; comfortable with dashboards and trend analysis
Excellent written and verbal communication skills; professional and composed in escalations
Strong problem-solving and root-cause skills; capable of turning recurring issues into process improvements
Ability to create and maintain SOPs, knowledge base articles, and customer-facing communications
Strong cross-functional collaboration with Sales, Operations, Product/IT, and Finance to resolve issues and prevent repeat problems
Skilled in conflict resolution and de-escalation; customer-first mindset with sound judgment
Comfortable managing to outcomes in a fast-paced environment with shifting priorities
High attention to detail, dependable follow-through, and ability to manage confidential information appropriately
Ability to work required schedule (and occasional after-hours support during peak periods, if applicable)
Minimum 3 years of experience as a Manager. (3 - 5 years of supervisory experience, including employee training and development
5 - 7 years customer service related experience
Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED. Must be comfortable building presentations for KPIs, workflows and other key data metrics in PowerPoint or other comparable tools
Bachelor's degree in a business-related field. Proven ability to coach and develop others to meet goals
Using data-driven decision making to manage teams to KPIs
Be able to manage a growing team of 10 or more
Company
PharmaLink, Inc.
PharmaLink, Inc. is the nation's premier Pharmaceutical Reverse Distribution provider.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
H
HILMER BECKERS
Chairman & CEO
Recent News
2024-04-28
2023-10-02
Company data provided by crunchbase