Life Science Logistics Customer Success Manager

Langham Logistics Inc.; Indianapolis (IN); On-site; USD 75,000 - 95,000; Full time

Job summary

Langham Logistics Inc. in Indianapolis, IN seeks a Customer Service Manager to drive exceptional service and profitability. You will support customers’ flow of materials, coordinate with dispatch, tracking, quality, and sales, and lead the team to meet performance metrics in a fast-paced environment.

You will establish annual goals, ensure SOP compliance, and train staff across domestic and international operations, while maintaining strong client relationships and 24/7 support.

Qualifications

• Proven ability to lead teams and develop staff.
• Experience coordinating cross functional teams and customers.
• Strong communication and problem solving in a fast paced environment.
• Knowledge of GMP transportation processes and client expectations.

Responsibilities

• Act as primary conduit for Life Science transportation communications between Langham Operations, LLSS, Quality and the customer.
• Lead projects, RFPs, and client requests related to GMP transportation.
• Ensure SOPs are written, reviewed, approved, and maintained per LLSS policies and train affected personnel.
• Provide insights on expanded transportation opportunities through client engagement and account support.
• Maintain 24/7 support for the customer through Langham Operations and carriers.
• Manage ongoing account maintenance to support current and future growth.
• De‑escalate problems and provide solutions that drive customer satisfaction.
• Train staff and clients on Langham Amgen portal use and quality benchmarks.
• Lead preparation of QBR reports for the customer.

Skills

Customer service

Leadership

Cross-functional collaboration

Communication skills

Process improvement

GMP knowledge

Account management

Training

Tools

Langham/Amgen portal

SOP documentation

Job description

Langham Logistics Inc. in Indianapolis, IN seeks a Customer Service Manager to drive exceptional service and profitability. You will support customers’ flow of materials, coordinate with dispatch, tracking, quality, and sales, and lead the team to meet performance metrics in a fast-paced environment.

You will establish annual goals, ensure SOP compliance, and train staff across domestic and international operations, while maintaining strong client relationships and 24/7 support.