The Manager, Customer Service is a member of a leadership team responsible for engaging staff in the delivery of a world class customer experience in support of the JAX Mice Clinical & Research Services (JMCRS) Customer Service operation. 

The role will lead Customer Service staff toward high levels of performance in a rapidly changing, complex service environment. The role asks for a proven leader who can address multiple detailed issues concurrently while ensuring their directs reports receive the coaching, resources and overall leader engagement needed to be successful.

We place a premium on collaboration and communication within the Service Leadership group as this role may lead process improvement initiatives and interacts with multiple internal and external stakeholders as a matter of course. Leadership agility is an expectation.

It is expected that the manager become a subject matter expert within a reasonable learning curve, so that the applicable administrative duties are managed effectively in in a timely manner to serve deadlines within this fast-moving environment.  It is also expected that the manager will become conversant with all products, processes and systems that our operations supports.

Ultimately, the Manager, Customer Service will be expected to embody all The Jackson Laboratory Leadership Principles:

Jackson Laboratory Leaders focus on people ….

1. Make leading and developing people their most important job
2. Coach, define responsibilities, set expectations, and hold people accountable
3. Organize areas of responsibility and delegate authority so that those closest to the work can make decisions
4. Communicate, stay informed, keep others informed, and are knowledgeable about the work
5. Listen to understand
6. Balance authority with caring

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 required
  
• Two + years of experience overseeing high quality internal/external customer support in a business environment
• Demonstrated leadership and team-building skills
• 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.

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