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Customer Service Manager
at BioArray Solutions in Warren, NJ
Customer Service Manager
BioArray Solutions Division, position reports to the Vice President of Operations
Responsibilities:
Provide supervision, leadership, coaching, training, and performance feedback to the Technical Marketing Representatives (TMR) and Customer Service Representative. Recruit new staff members as needed. Communicate and implement company and departmental goals and objectives. Measure and report results against those goals and objectives.
Manage and direct TMR schedules including but not limited to new site assessments, installations, validations, existing site preventative maintenance, advanced training and troubleshooting
Ability to communicate with customers of varying educations and aptitudes, analyze their situation and determine the appropriate course of action
Technically competent to handle problems and realize when to involve others
Direct management of quotation process, supporting field sales and working with Sr. Management on attaining margin targets
Coordinate monthly sales meetings, gather and distribute materials used and presented at the meeting
Work closely with QA, Production, Marketing and Finance to manage field equipment inventories and condition along with RMA and free/replacement products.
Maintain adequate supplies of all sales and marketing literature and send out as directed to support sales efforts.
Support the quick and satisfactory resolution customer complaints in QA
Oversee scheduling and shipment of all tradeshow materials and literature
Edit, compose and maintain departmental procedures and ensure compliance to them
Provide weekly, monthly and quarterly reports on department and business goals and objectives
Work with cross-functional teams to prepare for new product launches
Remain technically competent and keep current in the new developments within the industry
All other duties apparent or assigned
Requirements:
BS/BA in Biology, Chemistry or related science field
8 Years experience in customer service/interaction role in medical device or science business
3-5 years of successful managerial experience
Excellent communication skills
computer savvy and skilled in MS Excel, PowerPoint and Word
Strong problem solving ability
Level headed under pressure situations
Presentation skills and ability to adapt to various audiences
Strong knowledge of sales order entry in ERP/MRP/CMS Systems
BioArray Solutions Division, position reports to the Vice President of Operations
Responsibilities:
Provide supervision, leadership, coaching, training, and performance feedback to the Technical Marketing Representatives (TMR) and Customer Service Representative. Recruit new staff members as needed. Communicate and implement company and departmental goals and objectives. Measure and report results against those goals and objectives.
Manage and direct TMR schedules including but not limited to new site assessments, installations, validations, existing site preventative maintenance, advanced training and troubleshooting
Ability to communicate with customers of varying educations and aptitudes, analyze their situation and determine the appropriate course of action
Technically competent to handle problems and realize when to involve others
Direct management of quotation process, supporting field sales and working with Sr. Management on attaining margin targets
Coordinate monthly sales meetings, gather and distribute materials used and presented at the meeting
Work closely with QA, Production, Marketing and Finance to manage field equipment inventories and condition along with RMA and free/replacement products.
Maintain adequate supplies of all sales and marketing literature and send out as directed to support sales efforts.
Support the quick and satisfactory resolution customer complaints in QA
Oversee scheduling and shipment of all tradeshow materials and literature
Edit, compose and maintain departmental procedures and ensure compliance to them
Provide weekly, monthly and quarterly reports on department and business goals and objectives
Work with cross-functional teams to prepare for new product launches
Remain technically competent and keep current in the new developments within the industry
All other duties apparent or assigned
Requirements:
BS/BA in Biology, Chemistry or related science field
8 Years experience in customer service/interaction role in medical device or science business
3-5 years of successful managerial experience
Excellent communication skills
computer savvy and skilled in MS Excel, PowerPoint and Word
Strong problem solving ability
Level headed under pressure situations
Presentation skills and ability to adapt to various audiences
Strong knowledge of sales order entry in ERP/MRP/CMS Systems
Published at 12-11-2008
College ad viewed: 250 times
College ad viewed: 250 times