Director, Global Client Services

BioIVT - Westbury, NY

Full-timeEstimated: $100,000 - $130,000 a year
We are a leading global provider of high-quality biological specimens and value-added services. By combining technical expertise, exceptional customer service, and unparalleled access to biological specimens. Our mission is to provide high quality biological tissues, fluids, cell products, and services to our customers to further pharmaceutical research focused on bettering lives.

Our global team is made up of a diverse group of professionals committed to serving the needs of our 30,000 clients around the globe. Our culture’s core values consist of respect, integrity, accountability, communication, and quality. We operate in a fast-paced environment that, while in operation for over 30 years, maintains an entrepreneurial spirit and a “can do” attitude.

Job Purpose

The director creates an exceptional customer experiences for B2B customers via inbound contact centers. Drives reasonable cost-to-serve through creative yet consistent approaches to interacting with customers across all Client Services channels, including phone, email, web, self-service, etc. Leverages technology and infrastructure to automate contact center activities. Determines customer service requirements by maintaining contact with customers, conducting surveys, benchmarking best practices, analyzing information and applications. Leads improving customer service quality results by evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes. Interacts with executive leadership and individual department heads to ensure the operational priorities.

Duties and responsibilities

Direct all operation activities within Client Services including hiring, training, scheduling oversight and improvement of key performance indicators, management of contact center software, performance monitoring, associate development and mentoring.
Provide strategic planning for Client Services, create buy-in among the staff, implement process and system improvements. Serve as a liaison between senior leadership and the contact centers to cascade organizational strategies and goals to the contact centers.
Create and manage best practices and methodologies for successful Customer Service engagements throughout the customer lifecycle.
Drive delivery and success of services across BioIVT customers to ensure customer satisfaction.
Develop, document and implement policies and procedures pertinent to the effective and efficient operation of the Customer Service Department.
Monitor programs and procedures to ensure on-time delivery and customer satisfaction.
Oversees customer issues and ensure effective and long-term problem resolution.
Design a cross functional formal escalation process and policy to communicate to customers and rapidly respond to customer needs.
Set performance standards to meet service goals of company.
Ensure that staff is sufficiently trained and managed to accomplish shared goals. Establish training programs to achieve consistent process and performance standards across all contact centers.
Interfaces regularly with key customers, BioIVT sales and account management staff
Build a team environment through regular employee incentive and recognition programs and activities to drive results.
Coach and develop all team members on quality of service being delivered via phone and email using Quality Monitoring program.
Measure Customer Service Representatives’ performance and makes employment decisions.
Provide feedback to the company regarding service failures or customer concerns.
Provide feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
Collaborate with cross-functional teams to develop specific short and long-term account plans that both meet the needs of business unit leads and optimize revenue and retention opportunities.
Perform other related duties as assigned.

Bachelor's Degree; Master's Degree is a bonus
Minimum 7 years of related experience in contact center/operations environment with B2B interface
Demonstrate outstanding interpersonal, verbal and written communication skills
Ability to present information in varying and engaging ways to a culturally diverse audience.
Strong understanding of Customer Service processes, including training, quality assurance, workforce management, etc.
Experience working in ERP and CRM systems, prior Salesforce experience preferred
Experience in managing large virtual teams preferred
Exceptional execution skills and the ability to think big
Proven experience of planning, organizing and managing a global customer service team in comparable B2B environment
20-30% to other offices, events and key customer sites as required
You are a team player. You take your work very seriously, but not always yourself.
You are dedicated and reliable
You are looking for an organization that values mission-driven, loyal individuals focused on achieving goals those in need of our services.
You get things done

We offer a comprehensive benefit package for eligible team members including medical, dental, vision, short-term/long-term disability, life insurance, hospital indemnity and accident insurance. We also offer a generous retirement plan with a company match. Eligible employees also enjoy competitive time-off policies. We are a collaborative environment that promotes growth from within. Enjoy company-sponsored events for the entire team!

We can’t wait to work with you!

We are an equal opportunity employer.