Customer Experience Leader - NA, E-Commerce & Ops

Calibre Scientific Group; Ann Arbor (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Calibre Scientific Group is seeking a Customer Service Manager for the Proprietary Products Division to lead the North America Customer Service team and drive superior experiences across the portfolio. You will partner with Sales and cross-functional teams to advance customer satisfaction, operational excellence, and business growth in a digitally enabled environment.

The role requires strong leadership, a track record in service analytics, and hands-on collaboration with e-commerce and ERP

Qualifications

• Bachelor's degree or equivalent experience/training.
• 2+ years' progressive experience managing a customer service team.
• Excellent written and verbal communication skills.
• Experience in life sciences, pharmaceutical or lab-based industry preferred.
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint).
• Experience working within e-commerce or a digital customer service environment.

Responsibilities

• Lead, coach, and develop the NA Customer Service team.
• Drive customer satisfaction, operational excellence, and growth.
• Oversee capacity planning, workload distribution, and coverage.
• Ensure cross-training and backups for all business units.
• Align service processes across Calibre sites and channels.
• Monitor and improve response times, resolution rates, and satisfaction.
• Handle complex and escalated service issues with timely resolution.
• Collaborate with Sales, Marketing, Site Managers, Supply Chain, and Product teams.
• Provide insights to support sales strategy and product improvements.
• Support ERP processes and process optimization initiatives.

Skills

Leadership

Team management

Cross-functional collaboration

Analytics

Education

Bachelor's degree or equivalent experience/training

Tools

Microsoft Office

Job description

Calibre Scientific Group is seeking a Customer Service Manager for the Proprietary Products Division to lead the North America Customer Service team and drive superior experiences across the portfolio. You will partner with Sales and cross-functional teams to advance customer satisfaction, operational excellence, and business growth in a digitally enabled environment.

The role requires strong leadership, a track record in service analytics, and hands-on collaboration with e-commerce and ERP