53 applicants

Company

LGC · 6 hours ago

Head of Customer Service, North America

Manchester, NH

Full-time

Remote

Director/Executive

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Responsibilities

Leading all Order Management teams across LGC Standards in North America.

Resource management and deployment across the region to ensure robust response time to customers needs and expectations.

Working closely with Operations and Sales Leaders to establish standard operating model and processes related to customer experience.

Develop team behaviours and performance to meet KPIs and delight customers.

Lead transition of customers to correct transaction entity and to online ordering.

Create root-cause analysis culture focused on enabling organisation learning and process improvement.

Establish standardized metrics and definitions for all order management teams in N.A.

Deal with escalated issues or problems related to customers or customer orders, take decisions as needed.

Represent Order Management within the business and take or delegate any appropriate actions to support business needs.

Participate in projects and provide business advice as a Subject Matter Expert (SME).

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Service ManagementScientific BackgroundChange ManagementKPI ManagementCase Management ToolMulti-site ManagementIFS SystemSalesforce.com AdminE-Commerce Experience

Required

Management experience in a Customer Service environment.

Scientific background in either an academic or workplace setting.

Experience leading and delivering change within a project or transformational environment.

Experience managing a team to KPIs.

Experience with a case management tool such as Service Cloud.

Preferred

Multi-site and/or remote team management.

IFS system experience.

Salesforce.com admin experience.

Hybris/E-Commerce back office experience.

Company

LGC

Glassdoor

3.3

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments.

Founded in 1996