Customer Experience Leader - NA & E‑Commerce Ops

Calibre Scientific Group; Holland (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Calibre Scientific Group in North America is seeking a Customer Service Manager for the Proprietary Products Division to lead the NA Customer Service team and deliver exceptional experiences.

You will partner with Sales and cross-functional groups to enhance satisfaction, optimize operations, and support digital customer journeys, including e-commerce, and ensure efficient escalation handling.

Qualifications

• Bachelor's degree or equivalent experience/training.
• 2+ years' of 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, etc.)
• Experience working within e-commerce or a digital customer service environment.

Responsibilities

• Lead, coach, and develop the North America Customer Service team.
• Build and sustain a high-performance, customer-centric culture.
• Drive accountability through performance management, coaching, and development planning.
• Oversee team capacity planning, workload distribution, and service coverage.
• Ensure cross training to establish backups for all business units and roles.
• Align customer service processes across Calibre Scientific sites.
• Ensure delivery of best-in-class customer service across all channels.
• Monitor and improve key service metrics including response times and CSAT.
• Identify and implement process improvements to enhance quality and efficiency.
• Handle complex and escalated customer service issues.
• Support customer service operations related to e-commerce and returns.
• Provide insights to sales and product teams; support ERP processes.

Education

Bachelor's degree or equivalent

Customer service leadership

Communication skills

Life sciences exp

MS Office proficiency

E-commerce experience

Job description

Calibre Scientific Group in North America is seeking a Customer Service Manager for the Proprietary Products Division to lead the NA Customer Service team and deliver exceptional experiences.

You will partner with Sales and cross-functional groups to enhance satisfaction, optimize operations, and support digital customer journeys, including e-commerce, and ensure efficient escalation handling.