Director, Customer Service

A brief overview

The Director, Customer Service will be responsible for defining, communicating and implementing a best-in-class customer service experience. This position will be responsible for providing leadership and day-to-day management of all areas of the customer service group including but not limited to customer satisfaction, enhancing the customer experience, managing the customer service financial budget, and forecast and leading the Center's service, workforce. Implement training to customer service group as well as operations teams to achieve department goals. This position is also responsible for ensuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.

What you will do

• Continuously drive a strong culture within the department. Ensure that all members of the department receive appropriate training, coaching, and motivation to enable their success and establish a positive work environment.
• Collaborate with leadership team, sales and customers on effective customer expectations for on-time delivery meeting overall company goals and objectives.
• Measure effectiveness of the department through defining operational metrics for team, tracking by analyzing customer service performance and delivery data.
• Ensure departmental functional execution including customer/member assignment, customer compliance, pricing and costing maintenance, sales order processing, proposals, and overall departmental processes.
• Ensure department quality results by studying, evaluating, and re-designing processes to best support company objectives.
• Build positive, professional relationships with cross functional teams and customers. Maximize customer satisfaction/experience and assisting in the enhancement of our service offerings.
• Resolve escalated customer experience issues appropriately, document issues, and train employees on best practices for solutions in the future.
• Drive a customer first experience within the organization

Qualifications

• Bachelor's degree in business or science related field
• Master's in Business Administration or science related field (preferred)
• 4-6 years business management experience 
• 4-6 years in sales or a customer service department
• 1-3 years Project Management experience
• 4-6 years chemical / biotech industry experience (preferred)
• Experienced in Lean-six Sigma (preferred)
• 1-3 years SAP S4Hana experience (preferred)
• Intermediate level of MS Suite
• Ability to develop and mentor effective teams 
• Strong written and verbal communication skills
• Strong problem solving, analytical and critical thinking skills 
• Ability to effectively organize, multitask, and work in a fast-paced, deadline driven work environment

Base Salary Range: $144,640 - $165,000

Placement of new hires in these wage ranges is based on several factors including education, skill sets, experience, and training.

Total Rewards 

We offer all Team Members a total rewards package including competitive pay, annual performance bonus, a generous benefit package with comprehensive Medical/Dental/Vision coverage, 401(k) plan with employer contribution, and paid vacation, personal and sick days. 

Corporate Social Responsibility 

Bachem takes responsibility for future generations by a careful handling of resources and avoiding environmental risks. We continually improve our ecological performance and develop and implement new approaches for enhancing employees’ environmental awareness.  EcoVadis has awarded Bachem Platinum Medal status in their assessment of Bachem. 

Bachem Americas is an Equal Opportunity Employer 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status