Customer Service Manager in Torrance, California at Phenomenex

Date Posted: 7/13/2019

Job Snapshot

Job Description

Job ID: PHE000723

About Us

Phenomenex is a global technology leader committed to developing novel analytical chemistry solutions that solve the separation and purification challenges of researchers in industrial, clinical, government and academic laboratories. From drug discovery and pharmaceutical development to food safety and environmental analysis, Phenomenex chromatography products, technical services and chemical reference standards accelerate science and help researchers improve global health and well-being. 

Selected by the Wall Street Journal as an "Exceptional Workplace," Phenomenex is defined by its passionate people, dynamic culture and distinctive ingenuity. These common characteristics unify the Phenomenex companies worldwide behind our mission "to promote the growth, prosperity and well-being of those we serve - our customers, our employees, and humanity.


Description

GENERAL SUMMARY:
The Customer Service Manager is responsible for supervising the customer service team. Train, coach, and mentor team members on how to deliver the best customer service possible, while keeping the department running in an efficient lean manner to increase customer satisfaction, loyalty and to meet their expectations.

DUTIES AND RESPONSIBILITIES:
1. Manage Customer Service Domestic, International, Mexico, and Customer Resolution Squad
2. Conduct annual reviews
3. Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
4. Control resources and utilize assets to achieve our goals
5. Take ownership of customer issues and follow problems through to resolution
6. Develop policies and standard work
7. Analyze statistics and compile accurate reports
8. Dynamic AX subject matter expert contact for Sales and Marketing, AR, and Inventory warehouse management
9. Team member of the Dynamic AX implementation team
10. Take lead on process improvement projects and/or Kaizen workshop
11. Create SOP’s or Work Instructions
12. Own on Time Delivery to our customers

Job Requirements



Qualifications

KNOWLEDGE, SKILLS AND EXPERIENCE:
• Associate's degree required Bachelor degree preferred 
• Knowledge of ERP system
• Proficient in Excel, Word, Power Point, Visio, Outlook
• Ensures all work is accurate and free of errors / defects
• Requires analytical thinking and presenting ideas
• Provides leadership and able to motivate, direct, and lead others
• Attention to detail, pay specific attention to tasks
• Able to clearly and systematically write SOP's, Manuals, etc.
• Sound judgement and reasoning
• 6-10 years Customer Service Supervisor experience


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.