Customer Service Manager

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

The Customer Service Manager, Proprietary Products Division, is responsible for leading the North America Customer Service team to deliver exceptional customer experiences across the portfolio. This role partners closely with Sales and cross-functional teams to drive customer satisfaction, operational excellence, and business growth in a digitally enabled environment.

Responsibilities

Leadership & Team Management

• 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 adequate backups for all business units and roles.

Customer Experience & Operations

• Align customer service processes at various Calibre Scientific sites to the extent possible.
• Ensure delivery of best-in-class customer service across all channels (phone, email, chat, etc.).
• Monitor and improve key service metrics, including response times, resolution rates, and customer satisfaction.
• Identify and implement process improvements to enhance service quality and efficiency.
• Handle complex and escalated customer service issues, ensuring timely resolution.

E-Commerce & Customer Operations

• Support customer service operations related to e-commerce, including online order inquiries, fulfillment coordination, and returns.
• Ensure alignment between customer service processes and digital customer journeys.
• Leverage e-commerce insights to improve customer experience and operational performance.

Cross-Functional Collaboration

• Partner with Sales, Marketing, Site Managers, Supply Chain, and Product teams to align on customer needs and business priorities.
• Provide customer insights and feedback to support sales strategy and product improvements.
• Support commercial initiatives that enhance customer retention and growth.
• Provide support for ERP processes and expertise for projects and process optimization.

Reporting & Analytics

• Track, analyze, and report on team performance and customer trends.
• Use data to identify gaps and drive continuous improvement.
• Provide regular updates and actionable insights to the Sales Manager, North America.

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