Senior Customer Experience Leader – Process & Performance

Nutramax Laboratories; Lancaster; On-site; GBP 53,276 - 68,498; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Child care support

Tuition assistance

Disability insurance

Job summary

A leading manufacturing company in Lancaster is seeking an experienced Customer Service Manager to lead their team. The role focuses on improving customer experience through data analysis and effective management of KPIs and performance standards. The ideal candidate has 8+ years in customer service, with 5+ in a leadership position, and expertise in process improvement. This position is 100% on-site with an emphasis on operational excellence and team development.

Qualifications

• 8+ years of customer-facing experience, 5 in a management role.
• Expertise in process improvement and operational excellence.
• Strong analytical skills with data utilization.

Responsibilities

• Lead and manage the Customer Service department.
• Develop KPIs, reports, and dashboards.
• Implement tools needed to sustain performance.

Skills

Process improvement

Operational excellence

Change management

Data-driven decision-making

Executive communication

Negotiation skills

Relationship-building

Microsoft Office proficiency

Tools

Five9

SAP ERP

SAP CRM

Job description

A leading manufacturing company in Lancaster is seeking an experienced Customer Service Manager to lead their team. The role focuses on improving customer experience through data analysis and effective management of KPIs and performance standards. The ideal candidate has 8+ years in customer service, with 5+ in a leadership position, and expertise in process improvement. This position is 100% on-site with an emphasis on operational excellence and team development.