Customer Service Manager

**The**Opportunity**:
Provide supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensure customer complaints are resolved in a professional manner. Determine work procedures, work schedules, and workflow for customer service staff. Monitor business and process metrics to measure and manage customer service effectiveness. Conduct meeting with Managers to discuss about process improvements and issues. May provide oversight to lower-level supervisor(s).
Manages Customer Service processes/segments and may also manage a team(s) of Customer Service Representatives, Specialists, Team Leads and Supervisors. Is responsible for the development, implementation, and oversight of a business process segment. Leads individuals and teams to achieve performance goals while ensuring Avantor policies and practices are followed correctly. Develops procedures, establishes standards, and administers activities to effectively respond to customer requests, escalations, and requirements. Develops employees’ skills and talent. Collaborates with Sales, customers, and others to improve processes, customer service, and sales force productivity.

**MAJOR JOB DUTIES AND**RESPONSIBILITIES**(List in order of importance)
- Overall responsibility for performance of Customer Service processes/segments in order to meet individual and team goals, as well as department objectives.
- Responsible for team’s skills and talent development.
- Manages direct report hiring, training, quality monitoring, coaching, and retention.
- Creates efficient and accurate management procedures.
- Manages all project documentation to ensure up to date communications for all departments, recommends improvements and participates in development of operational changes and project plans.
- Makes recommendations to senior management on programs to improve overall Customer Service operations.
- Monitors daily workflow and adjusts assignments to meet service levels.
- Works closely with Sales, customers, and others to develop and implement best practices and process improvements to improve customer service and sales force productivity.
- Develops collaborative partnership as key interface with assigned segments to help improve customer intimacy, drive profitable growth, and improve sales force productivity.
- Handles escalated calls and resolves complex customer issues.
- Maintains a safe work environment.
- Performs other duties as assigned.

**QUALIFICATIONS**(Education/training, experience, and certifications)
- Bachelor’s degree from an accredited college or university with a major in business, management, or other related discipline; or a combination of education and experience that would provide the required knowledge, skills, and abilities.
- 6+ years applicable experience and 2+ years leadership responsibility preferably in a call center environment

**KNOWLEDGE SKILLS AND ABILITIES**(Those necessary to perform the job competently)
- Ability to lead and develop individuals and teams.
- Ability to manage processes and people to ensure operational excellence and customer intimacy.
- Knowledge of Avantor Systems, processes, and company resources.
- Strong interpersonal and communication skills.
- Ability to collaborate with Sales, customers, and others throughout the organization to improve processes and results including the ability to engage with senior management.
- Ability to analyze problems and make sound decisions.
- Must be proficient in Microsoft Office software specifically Excel.

**ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT**(Under typical positions)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

**Disclaimer**:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

**Why Avantor?**

**Dare to go further in your career.**Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

**The work we do changes people's lives for the better.** It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy he