Director, Customer Service
Company: Bachem Holding AG
Location: Torrance
Posted on: October 12, 2024
Job Description:
Bachem is a leading, innovation-driven company specializing in
the development and manufacture of peptides and oligonucleotides.
With over 50 years of experience and expertise, Bachem provides
products for research, clinical development, and commercial
application to pharmaceutical and biotechnology companies worldwide
and offers a comprehensive range of services. Bachem operates
internationally with headquarters in Switzerland and locations in
Europe, the US, and Asia. The company is listed on the SIX Swiss
Exchange. For further information, see .A brief overviewThe
Director, Customer Service will be responsible for defining,
communicating, and implementing a best-in-class customer service
experience. This position will provide leadership and day-to-day
management of all areas of the customer service group including but
not limited to customer satisfaction, enhancing the customer
experience, managing the customer service financial budget, and
forecasting. Additionally, this role will lead the Center's service
workforce and implement training to customer service and operations
teams to achieve department goals. This position is also
responsible for ensuring all Company policies, procedures, quality
standards, and local, state, and federal regulations are maintained
and enforced.What you will do
- Continuously drive a strong culture within the department.
Ensure that all members of the department receive appropriate
training, coaching, and motivation to enable their success and
establish a positive work environment.
- Collaborate with leadership team, sales, and customers on
effective customer expectations for on-time delivery meeting
overall company goals and objectives.
- Measure effectiveness of the department through defining
operational metrics for the team, tracking by analyzing customer
service performance and delivery data.
- Ensure departmental functional execution including
customer/member assignment, customer compliance, pricing and
costing maintenance, sales order processing, proposals, and overall
departmental processes.
- Ensure department quality results by studying, evaluating, and
re-designing processes to best support company objectives.
- Build positive, professional relationships with
cross-functional teams and customers. Maximize customer
satisfaction/experience and assist in the enhancement of our
service offerings.
- Resolve escalated customer experience issues appropriately,
document issues, and train employees on best practices for
solutions in the future.
- Drive a customer-first experience within the
organization.Qualifications
- Bachelor's degree in business or a science-related field
- Master's in Business Administration or science-related field
(preferred)
- 4-6 years of business management experience
- 4-6 years in sales or a customer service department
- 1-3 years of Project Management experience
- 4-6 years of chemical/biotech industry experience
(preferred)
- Experience in Lean-Six Sigma (preferred)
- 1-3 years of SAP S4Hana experience (preferred)
- Intermediate level of MS Suite
- Ability to develop and mentor effective teams
- Strong written and verbal communication skills
- Strong problem-solving, analytical, and critical thinking
skills
- Ability to effectively organize, multitask, and work in a
fast-paced, deadline-driven work environmentBase Salary Range:
$144,640 - $165,000Placement of new hires in these wage ranges is
based on several factors including education, skill sets,
experience, and training.Total RewardsWe offer all Team Members a
total rewards package including competitive pay, annual performance
bonus, a generous benefit package with comprehensive
Medical/Dental/Vision coverage, 401(k) plan with employer
contribution, and paid vacation, personal and sick days.Corporate
Social ResponsibilityBachem takes responsibility for future
generations by careful handling of resources and avoiding
environmental risks. We continually improve our ecological
performance and develop and implement new approaches for enhancing
employees' environmental awareness. EcoVadis has awarded Bachem
Platinum Medal status in their assessment of Bachem.Bachem Americas
is an Equal Opportunity EmployerAll qualified applicants will
receive consideration for employment without regard to race, color,
sex, sexual orientation, gender identity, religion, national
origin, disability, veteran status, or other legally protected
status.
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Keywords: Bachem Holding AG, Lynwood , Director, Customer Service, Executive , Torrance, California
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