Sr. Manager, Customer Service

Job Summary

The Customer Service Sr. Manager position will set strategic direction, priorities and goals for the functional area; educate team to ensure employees understand how routine functions, interactions and transactions support strategic objectives. This team works proactively in a fast-paced environment to provide exceptional customer experiences by assisting internal/external customers with the sales-order management process for influenza orders. The Sr. Manager position will be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience.  Lead workforce planning efforts, management of staffing models and overtime, work cross-functionally, with a wide range of key stakeholders, to ensure orchestration of the contact center team’s interactions and transactions are accurate and timely. Additionally, this role will be expected to ensure that critical business practices are met by the contact center team, while achieving the best possible customer experience. 

Principal Accountabilities

• Provide leadership and support around the organization’s short and long-term strategic customer service roadmap
• Coordinate with key internal and external stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of customer experience and order to cash initiatives and processes
• Develop and deliver processes for the team that maintain strategic organization alignment
• Maintain open communication to keep staff informed of department updates, critical business decisions and corporate messaging; direct updates to corresponding documentation or procedures as needed
• Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards
• Manage, coach and support development of all team members
• Communicate and monitor adherence to performance standards, addressing performance issues
• Review escalated cases and provide remediation, including follow-up with customers and key stakeholders
• Examine, analyze, develop and present a variety of operational performance measurement results, deriving insights regarding key performance indicators to inform on the business and voice of the customer
• Manage fast-paced contact center team, with the ability to contribute meaningfully to data-driven process improvements
• Manage several projects with multiple deliverables simultaneously
• Industrious relationship builder undertaking and assisting with a variety of tasks associated to customer experience management including but not limited to, team readiness, collaboration with marketing/customer experience, eCommerce, and Customer Service Operations, US.
• Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
• Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
• Proactive monitoring of productivity and quality trends; addressing training opportunities
• Participate in day-to-day activities to ensure customer expectations are met
• Act as a thought leader; place emphasis and value on innovative solutions and calculated risks
• Identify, develop and reward top talent while establishing a solid succession plan; build bench strength for critical roles
• Ensure employee diversity and inclusion through hiring practices and work assignments
• Perform specialized reporting, e.g. weekly/monthly reports, daily contact center reports, etc., that the customer or key partners requests
• Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions
• Manage the Human Resource elements of the team for on-boarding, off-boarding of staff, training and development
• And other job duties that may be assigned from time to time.

Scope

• Employee will have responsibility over a group of contact center specialist focused on customer satisfaction and shipping season operationalization
• Employee will be accountable for assuring accuracy of their group’s customer and key partner interactions and transactions
• Employee will be accountable for understanding customer inquiry volume and voice of the customer comments/trends
• Employee will oversee contact center specialist in assuring proper and accurate customer inquiry management
• Employee will troubleshoot and address escalated customer related issues

Impact/Influence/Liaison

• Employee will partner with senior leadership to set strategic direction for the business unit
• Employee will generate and lead new projects and initiatives with emphasis on cost reduction, operational efficiency and service excellence
• Employee will serve as a key member of concurrent, cross functional projects and strategic initiatives
• Employee will act as a thought leader, place emphasis and value on innovative solutions and calculated risks
• Employee will negotiate with peer groups to establish agile, creative solutions supporting strategic vision
• Employee will manager resources across a broad spectrum of functions
• Employee will inform on customer trends and provide resolutions to improve the customer experience

Key Relationships

Internal

• Finance – invoicing, credit/debit issuance, credit allowance and product returns
• Distribution and Logistics team – represent order status and availability to deliver/ship product to customer
• Demand – aligning demand and supply outlook with customer needs
• Data Control – assurance of customer account setups, pricing and contractual delivery terms
• Sales/Customer Service teams – work directly with teams to address customer needs
• Marketing/Customer Experience – assurance of customer messaging and strategic direction is adhered to

External

• All customers – all class of trades
• Third party vendors

Decision Making

• Ability to conduct ongoing analysis of strengths, weaknesses, opportunities and threats, creating programs to drive service excellence
• Ability to derive decisions from data and facts taking into consideration upstream and downstream impacts
• Ability to clarify and deal decisively with issues that are in the grey zone

Innovation

• Demonstrate intellectual curiosity, take calculated risks and exercise innovation
• Provides unique and efficient solutions to customer problems
• Identifies improvements order to cash management internally and with customers
• Develop communication strategies that support varying/changing customer interfaces and needs

Knowledge, Skills & Competencies

• Previous experience in leading multifaceted teams, projects and programs working cross functionally, with a high level of demonstrated success
• Ability to achieve superior results though high performance and execution skills
• Able to diffuse difficult situations or conversations
• Empowers team to take ownership and accountability to meet strategic goals and objectives
• Coaches others to ensure high level of discretion; independent decision making with minimal assistance
• Analyse information to find appropriate solutions, weighing business risk
• Effectively communicate and collaborate with employees/partners at all levels of the organization
• Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
• Identifies patterns and trends and drive proactive and practical solutions
• Proficiency in MS Excel and SAP (6.0 later preferred), EDI ordering and SAP account sale-order management experience preferred

Minimum Requirements

• Bachelor's degree or equivalent in business, communications or related discipline
• 5 - 7 years' experience in customer service/customer experience or related field
• Demonstrated leadership/team building experience
• Ability to act in a complex and rapidly changing business environment, preferably 3 years
• Experience in regulated industry preferred

Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.

Our Benefits

CSL Seqirus employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL Seqirus offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL Seqirus has many benefits to help achieve your goals.

Please take the time to review our benefits site to see what’s available to you as a CSL Seqirus employee.

About CSL Seqirus

CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus.

We want CSL Seqirus to reflect the world around us

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus.

Do work that matters at CSL Seqirus!

Watch our ‘On the Front Line’ video to learn more about CSL Seqirus