The Manager, Customer Service is responsible for overseeing and ensuring a world class customer experience in terms of providing and supporting the JAX Mice & Services offerings delivered through the JAX Mice Clinical & Research Services (JMCRS) customer service group.  This position is able to respond to challenging situations involving customer issues, this includes coming up with solutions and follow up with the customer.  A proactive leader who continuously anticipates problems and develops and presents solutions to Senior Management and/or a customer. Proven leader that can juggle multiple complex issues independently, oversight of multiple complex areas which requires a broad understanding of overall customer service program. Leads process improvements, through trending our deviation database.

Responsible for coaching, training, and supervising customer service staff supporting exceptional customer service and the organization’s revenue goals.  Activities can also include high volume order processing with a high level of accuracy, expediting order fulfillment, preparing specialized reports for customers, monitoring key satisfaction metrics through reports, auditing of staff interactions with customers, timely customer problem and complaint resolution, etc. 

This position has responsibility to assimilate new product or service offerings into the customer service team, where appropriate. Responsible for developing and implementing continuous improvements to practices, procedures, and tools used to support exceptional customer experience.  Key responsibility is the aspect of motivating direct reports to achieve higher levels of performance.

Management:

• Assessing customer satisfaction and implementing actions or programs to continually enhance customer experience.
• Interpret and enforce departmental-specific and Jackson Laboratory practices and policies
• Lead or participate with decision-making authority for Customer Service on cross-functional project teams to improve the customer experience of individual key accounts as well as JMS customers in general while also enhancing the effectiveness and efficiency of current and future customer support processes.
• Identify training needs, develop training tools, coordinate programs and devise goals/ metrics to assess effectiveness.

Team Leadership:

• Actively promote positive and professional team building within the group of direct reports/department.
• Foster a work culture of highly motivated and positive staff feeling empowered to provide an exceptional customer experience.
• Professionally develop directly reporting staff by providing tools, training, and coaching necessary to enable their success and growth.
• Provide recommendations on most effective performance indicators and developing means to monitor such indicators and integrate with career development for staff.

Customer Service & Financial Accountability:

• Successfully investigate root causes and resolve highly complex customer problems/ complaints in ways which optimize customer satisfaction, foster customer loyalty, and minimize credit impact on revenue.
• Support achieving financial goals through consistent, proactive delivery of world class customer service and responsible, thoughtful expense management and effectively leading staff to reducing costs of business

Order & Account Management:

• Oversee new customer account review, approval and set up and accurate account data entry.
• Serve as a key resource to staff by providing strong product and order processing system knowledge, troubleshooting problems, and removing barriers for fostering and delivering exceptional customer experience and supporting revenue goals.

• Bachelor’s Degree or equivalent experience
• Two + years of experience overseeing high quality internal/external customer support in a business environment
• Demonstrated leadership and team-building skills
• Prior proven leadership is required
  
• Two + years’ experience in developing training materials and business process improvements
• Strong proficiency in MS Office applications: MS Project, Excel, Word, PowerPoint and Outlook; outstanding organizational skills

Please submit a cover letter of interest and resume!

The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,300 employees. Headquartered in Bar Harbor, Maine, it has a National Cancer Institute-designated Cancer Center in Augusta, Maine, a genomic medicine institute in Farmington, Connecticut, and facilities in Ellsworth, Maine, Sacramento, California, and Shanghai, China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

The Jackson Laboratory's 43-acre scenic Bar Harbor campus is nestled between the Gulf of Maine and the mountains of Acadia National Park. Some of the best hiking and biking in the world (over 50 square miles of mountains, lakes, views, and dramatic coastline) is accessible from our campus. We are one mile from downtown Bar Harbor, which offers a vibrant downtown district with a plethora of restaurants, shops, museums, and galleries.

JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients’ lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 “Best Places to Work in Academia” in the United States in a poll conducted by The Scientist magazine!

Our Values:

INTEGRITY - Courage and commitment to do what is right

PEOPLE - Inspiring our people to enhance the health of all

ONE TEAM - Unified by our promise to transform medicine and science

EXCELLENCE - Achieving world-class results

INNOVATION - Leading with discovery and creative solutions

STEWARDSHIP - Caring for and enhancing the resources entrusted to us

What do we have to offer?

JAX offers a dynamic and supportive work environment, competitive salaries, and a comprehensive benefits package, including a medical plan, outstanding retirement plan, generous paid time off, and tuition reimbursement including an MBA program. Our campus offers a fitness center with an award-winning wellness program, an onsite full service cafeteria, and a fully operational primary care facility available to employees and their families.

Most importantly, every position contributes to JAX’s mission of discovering precise genomic solutions for human disease and empowering the global biomedical community in our shared quest to improve human health.

Employment will require successful completion of references, background check, credit check, and an appropriate non-compete agreement.

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.

Learn more about career opportunities at JAX: http://www.jax.org/careers.