Associate Director, Customer Service

RepliGen Corporation; Waltham (MA); On-site; USD 143,000 - 206,000; Full time

Benefits offered by this job

Bonus or commission

Equity participation

Comprehensive benefits package

Job summary

RepliGen Corporation seeks a senior leader to own and advance Americas customer service, from order capture through invoicing, ensuring excellent customer experience and compliance. You will guide a team, drive data-driven decisions, and partner with sales, finance, and operations to deliver commitments.

The role emphasizes leadership, process rigor, and cross-functional collaboration to improve global customer experience and adherence to ISO and company standards.

Qualifications

• BS/BA degree and 10+ years’ experience in a customer facing or operations environment.
• 5+ years’ experience managing employees.
• Proven expertise in ERP O2C processes, with demonstrated success leading operations in a customer focused setting.

Responsibilities

• Lead a customer service team managing enquiries, order entry, and order management for customers across the Americas region.
• Drive daily process rigor through standard work and continuous improvement initiatives to ensure high service levels.
• Establish and maintain workload management processes to meet customer commitments and business objectives.
• Manage team performance with clear goals, coaching, and development opportunities.
• Foster collaboration across Americas partner functions to ensure proactive communication and a seamless customer experience.
• Champion the voice of the customer by driving and reporting on customer experience metrics, including NPS.

Skills

Data-driven decision making

Stakeholder management

Leadership

Communication skills

Education

BS/BA degree

10+ years experience leading teams

Tools

ERP O2C

Order Management

Billing & Invoicing

Accounts Receivable & Collections

Job description

The Americas customer service leader owns, standardizes, and continuously improves the end-to-end order management and customer experience, from order capture through order fulfillment, invoicing, cash application, and dispute resolution, for regional customers. Operating with considerable latitude, this leadership role guides the successful resolution of complex, process and system challenges, working with key stakeholders to drive order execution and customer delivery excellence. As a significant leadership role in Customer service this role is also expected to support global process and customer experience improvement.

This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results in all aspects of work.

Key Responsibilities:

• Lead a customer service team managing enquiries, order entry, and order management for customers across the Americas region, fostering a culture of customer focus, accountability, collaboration, and continuous development.

• Drive daily process rigor through standard work, daily management practices, and continuous improvement initiatives to ensure high service levels, operational excellence, and data-driven decision making while maintaining a strong commitment to integrity and compliance.

• Establish and maintain effective workload management processes that enable the team to meet customer commitments and business objectives while balancing resources and evolving priorities.

• Manage team performance through clear, measurable goals, regular coaching, timely feedback, and development opportunities. Empower team members to take ownership of their work and partner with the broader global customer service organization to support career growth and succession planning.

• Foster strong collaboration across Americas partner functions to ensure proactive communication, effective problem solving, and a seamless customer experience.

• Serve as a trusted partner to USCAN sales, finance, and operations leadership, working collaboratively to deliver customer commitments, support business objectives, and drive results.

• Champion the voice of the customer by driving, monitoring, and reporting on customer experience metrics across the Americas region, including NPS performance, and leading improvement initiatives that enhance customer satisfaction and loyalty.

• Lead customer feedback processes, ISO audits, complaint investigations, and other critical business and quality activities with a focus on compliance, accountability, transparency, and continuous improvement.

• Represent the needs and perspectives of Americas customers in global process improvement initiatives and strategic projects, demonstrating courage to challenge assumptions, advocate for customers, and influence positive change.

• Thrive in a fast-paced, deadline-driven, results-oriented environment by demonstrating adaptability, sound judgment, accountability, and resilience in response to changing business needs and priorities.

Education and Requirements:

• BS/BA degree and 10+ years’ experience in a customer facing or operations environment.

• 5+ years’ experience managing employees

• Proven expertise in ERP O2C processes, with demonstrated success leading operations in a customer focused setting and driving continuous improvement activity.

• Strong understanding of end-to-end O2C processes, including Order Management, Billing & Invoicing, and Accounts Receivable & Collections.

• Demonstrated ability to operate under limited supervision, exercising sound judgment to guide complex, cross-functional assignments to resolution.

• Strong data-driven decision-making, stakeholder management, and cross-functional influencing skills; experience managing competing regional priorities.

• Excellent verbal and written communication skills.

• Highly organized and detail oriented.

Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the United States of America is $143,200.40$205,864.95. Compensation decisions are dependent on several factors including, but not limited to an individual’s qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.