Customer Solutions Manager

Customer Solutions Manager - West Hills,CA

The annual wage range for this position is from $86,500- $155,400. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

This position is a hybrid position working 3 days onsite and 2 days remote.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Medical/Prescription Drugs
• Dental
• Vision
• Flexible Spending Accounts (FSAs)
• Supplemental Health Plans
• 401(k) Plan – Company match dollar-for-dollar up to 5%
• Employee Stock Purchase Plan (ESPP)
• Supplemental Life Insurance
• Dependent Life Insurance
• Short- and Long-Term Disability buy-up
• Blueprint for Wellness
• Emotional Well-Being Resources
• Educational Assistance
• Paid time off / Health Time
• Variable Compensation Plans
• Sales Incentive Plans

Basic Purpose: The Customer Solutions Manager is responsible for partnering with Commercial to support Regional growth strategies and managing resources to support growth, drive operational excellence initiatives, and create and implement strategies to improve the Customer Experience.  This individual oversees standard and complex Problem Resolution functions, Customer retention activities and acts as Customer Advocate for process improvement in all aspects of operations.

Duties and Responsibilities:

1. Partners with the Commercial Sales team, Client Services, Billing, IT and all laboratory operations to establish relationships and problem solving processes that are seamless to the external customer.

2. Assumes accountability for written client communication. Including but not limited to: drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary.

3. Develop strategies for addressing chronic problems to facilitate permanent resolution.

4. Ensures compliance with the established quality system and actively participates in monitoring corrective action and its effectiveness.

5. Oversees analysis of account problems and expedites their resolution; establishes practices to support Commercial representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts.

6. Develops, coaches and mentors the Service Solution function(s) and provides general supervision to ensure all tasks are completed accurately and on a timely basis. 

7. Ensure individual compliance with all company policies and government regulations.

8. Participate on National Customer solutions best practice teams.

9. Provides assistance with Regional Commercial post-Sales Academy training program.

Education Preferred:      Bachelor’s Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience.

Work Experience:Five years professional work experience focused on problem resolution and teamwork within a customer service environment. Three years supervisory experience.

Other:

·             Broad understanding of the laboratory business and its service requirements

·             Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.

·             Demonstrated effective, Strong writing and composition skills.

·             Strong organizational and prioritization skills.

·             Demonstrated Ability to work effectively in a team environment includingdeveloping and motivating team members to reach objectives.

·              Proven problem solving skills with the ability to develop appropriate resolutions

·              Strong, effective presentation skills in group setting.

·              Demonstrated ability to influence and create change

·              QMS Certification  preferred

·              Action Oriented

·              Customer Focused

·              Functional / Technical Skills

·              Decision Quality

·              Interpersonal Savvy

·              Composure

·              Strong PC and QLS system skills including experience with word processing, spreadsheet and database applications (MS Word, Power Point, Excel, Access)

·              10% travel