NA Customer Service Manager — Digital & E‑Commerce

Calibre Scientific Group; Cincinnati (OH); On-site; USD 90,000 - 125,000; 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 partner with Sales and cross-functional teams to drive satisfaction and growth in a digitally enabled environment.

The role emphasizes leadership, process optimization, and delivering best-in-class service across channels while supporting e-commerce operations and ERP processes.

Qualifications

• Bachelor's degree or equivalent experience.
• 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.).

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.
• Deliver best-in-class customer service across channels (phone, email, chat).
• Monitor and improve key service metrics (response times, resolution rates, customer satisfaction).
• Identify and implement process improvements to enhance service quality and efficiency.
• Handle complex and escalated customer service issues with timely resolution.
• Support customer service operations related to e-commerce (orders, fulfillment, returns).
• Ensure alignment between customer service processes and digital journeys.
• Leverage ecommerce insights to improve customer experience and operations.
• Partner with Sales, Marketing, Site Managers, Supply Chain, and Product teams.
• Provide insights to support sales strategy and product improvements.
• Support commercial initiatives that enhance retention and growth.
• Provide ERP process support for projects and optimization.
• Track, analyze, and report on team performance and customer trends.
• Use data to identify gaps and drive continuous improvement.

Skills

Leadership

Communication

Customer focus

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

ERP systems

E-commerce platforms

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 partner with Sales and cross-functional teams to drive satisfaction and growth in a digitally enabled environment.

The role emphasizes leadership, process optimization, and delivering best-in-class service across channels while supporting e-commerce operations and ERP processes.