This job is archived
(Archived) Customer Support Manager – Zoetis Genetics
Job Description
Role Description:
Lead and coordinate activities for the Global Genetics Customer Service team, including colleagues in the Kalamazoo Center for Excellence and International Service Centers. Take responsibility for the management of human resources within these teams and ensure they are deployed to deliver a high level of customer service and satisfaction. Interface with internal and external customers from multiple departments and levels of management to achieve the business’ sales and product delivery objectives. Work with the Director, Laboratory Operations and Customer Service, and the Genetics Leadership Team, to devise and implement strategies that continue to position Zoetis Genetics as a global leader in the provision of genetic services for animals. Work to ensure human and financial resources are deployed across the international service centers to achieve cost of sales targets and elevate the accountability for the customer experience globally. Coordinate communications with relevant breed associations and other stakeholders at an operational level to ensure seamless delivery of contracted services. Take responsibility for the training of colleagues and contractors in the team, and contribute to a team culture of continuous process improvement.
Responsibilities:
Organizational
- Exhibit conduct that is consistent with the Zoetis Mission and Vision, and with its Core Beliefs of:
- Our colleagues makes the difference
- Run it like you own it
- Customer obsessed
- One Zoetis
- Always do the right thing;
- Contribute to and cultivate an organizational culture that promotes our team values centered around a commitment to our customers, our team, our quality of work and continuous improvement;
- Perform duties in a safe manner. Maintain safe and clean working environment by complying with procedures, rules, and regulations. Perform duties according to standard operating procedures (SOPs), ensure that required data is properly documented in a timely fashion according to the current SOPs;
- Report deviations from SOPs, or unexpected results in a timely fashion, in accordance with the organization’s CAPA (corrective action, preventative action) SOPs;
- Manage human and financial resources responsibly, and work collaboratively with other employees to schedule work and ensure its completion;
- Contribute ideas and participate in initiatives that will lead to continuous improvement of procedures (efficiency and quality);
- Team Focus: stay mindful of company business needs by attending to customer calls, adhering to business and team schedules, and contribute to updated business processes and procedures to ensure compliance.
Colleague Management Functions -
- Responsible for all colleagues and contractors in the Global Genetics Customer Support team;
- Ensure administrative tasks such as timecards and time-off requests and completed for direct reports and all personnel within the Customer Support organization, and manage the team shift schedule in order to deliver excellent customer service;
- Ensure that regular one-on-one meetings are undertaken with the colleagues and contractors in the Customer Support organization to review performance with their relevant supervisor, and ensure the business is supporting their needs and development plan;
- To the extent possible, ensure processes and customer service support is deployed consistently across our global service centers to ensure a consistently high level of customer satisfaction, including the utilization of Standard Operation Procedures (SOPs), Information Technology platforms and adherence with company and organizational policies;
- Assist the Director of Lab Operations & Customer Support, Laboratory Manager and Customer Service team leads with hiring new talent;
- Facilitate new product / process training in your team in collaboration with the Quality and Product Delivery team, Technical Services and Marketing;
- Assist in the development of training materials relevant to the customer service team in collaboration with others in the Customer Service team and the wider Genetics Business to ensure alignment in the delivery of our genetics services;
- Be involved with customer and field force education initiatives.
Customer Support Functions -
- As the face of our global Customer Support team, you will be expected to be involved in all aspects of customer support. In particular, the support of key accounts and strategic customers through active communication strategies, face to face meetings and attendance at industry events;
- You will work closely with the Laboratory Operations Manager to prioritize work in your respective teams and improve processes and procedures in order to meet quality and turnaround time metrics;
- Design, support and ensure compliance with staff training according to current Customer Support SOPs, and ensure employees have appropriate resources to perform their jobs;
- Author, review and revise Customer Support SOPs as needed with a focus on customer satisfaction and continuous improvement;
- Communicate with customers via phone or email to support their needs in a helpful and courteous manner, ensure your team is exhibiting the same behaviors and that communications are logged appropriately to provide transparency to other members in the business;
- Utilize Key Performance indicators (KPIs) and other metrics to identify and report negative trends in business performance;
- Prepare or assist in the preparation of Corrective Action/Preventative Action (CAPA) reports and ensure the Customer Service team is participating in the same;
- Independently lead and/or participate in special projects under the guidance of the Director, Laboratory Operations and Customer Service, to stand up new products and markets in order to ensure a high level of customer satisfaction and support;
- Use appropriate judgment in upward communication regarding department or employee concerns.
Qualifications and Experience:
- Bachelor degree desired with at least six years’ experience in customer service provision (internal) or eight years’ experience (external), or an equivalent combination of education and experience;
- Expertise in genetics and provision of genetic services highly desired;
- Excellent oral and written communication skills;
- Demonstrated people management skills in a customer service organization;
- Excellent time management skills;
- Knowledge of the agricultural (animal farming) industries;
- Advanced skills in Microsoft Office Suite (Word, Excel, and PowerPoint);
- Demonstrated high level of organization and ability to prioritize multiple competing demands;
- Solid understanding of database systems (e.g., Microsoft Access, Sequel, Saleforce);
- Excels in a rapidly changing environment;
- Self-motivated; ability to work independently and work as constructive team member. Demonstrated ability to manage people as both a coach and player.