Sr Manager, Customer Service - REMOTE role

REMOTE - This role is considered a remote position that is within a commutable driving distance to Seqirus offices located either in Summit, New Jersey, Holly Springs, NC, or Cambridge, MA in order to attend occasional in-person meetings/events as required.

JOB SUMMARY

As the Senior Manager of Customer Service, you will set strategic direction, pri

orities, and goals for the functional area; educate the team to ensure employees understand how routine functions, interactions, and transactions support strategic objectives.  Your team works proactively in a fast-paced environment to provide exceptional customer experiences by assisting internal/external customers with the sales-order management process for influenza orders. You can demonstrate strong organizational and multi-tasking skills. Being detail-oriented is important in setting and managing priorities focused on the customer experience.  You will lead workforce planning efforts, management of staffing models, and overtime work cross-functionally, with a wide range of key stakeholders, to ensure the orchestration of the contact center team’s interactions and transactions are accurate and timely. Additionally, you will ensure that critical business practices are met by the contact center team while achieving the best possible customer experience. 

MAJOR RESPOBILITES

Strategic Vision & Pull Through

• Provide leadership and support for the Seqirus’ short and long-term strategic customer service roadmap

• Coordinate with key internal and external stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of customer experience and order to cash initiatives and processes

• Develop and bring processes to the team that sustains strategic organization alignment

• Openly communicate to the team department updates, critical business decisions and corporate messaging; direct updates to corresponding documentation or procedures as needed

• Provide oversight for the department processes to ensure adherence to regulatory requirements, corporate policy and industry standards

• Communicate and monitor adherence to performance standards, addressing performance issues

Customer Experience & Performance Excellence

• Review escalated cases and provide remediation, including follow-up with customers and key stakeholders

• Examine, analyze, develop and present a variety of operational performance measurement results, deriving insights regarding key performance indicators to inform on the business and voice of the customer

• Manage fast-paced contact center team, with the ability to contribute meaningfully to data-driven process improvements

• Manage several projects with multiple deliverables simultaneously

• Industrious relationship builder undertaking and assisting with a variety of tasks associated to customer experience management including but not limited to, team readiness, collaboration with marketing/customer experience, eCommerce, and Customer Service Operations, US.

Reporting & Analysis

• Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances

• Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts

• Proactive monitoring of productivity and quality trends; addressing training opportunities

• Participate in day to day activities to ensure customer expectations are met

• Act as a thought leader; place emphasis and value on innovative solutions and calculated risks

Team

• Manage, coach and support development of all team members

• Identify, develop and reward top talent while establishing a solid succession plan; build bench strength for critical roles

• Ensure employee diversity and inclusion through hiring practices and work assignments

• Perform specialized reporting, e.g. weekly/monthly reports, daily contact center reports, etc., that the customer or key partners requests

• Ownership and follow-through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions

• Manage the Human Resource elements of the team for on-boarding, off-boarding of staff, training and development

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent in business, communications or related discipline

• 5 - 7 years’ experience in customer service/customer experience or related field

• Demonstrated leadership/team building experience

• Ability to act in a complex and rapidly changing business environment, preferably 3 years

• Experience in regulated industry preferred

Our Benefits

Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join Seqirus.

Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about Seqirus.

As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at Seqirus.