Customer Experience Manager

POSITION OVERVIEW

The Customer Experience Manager oversees customer service, CX operations, order processing, and personnel at the facility. The CX Manager ensures that the department is providing superior service and a seamless experience for patients and providers. Responsible for leading and managing the technician team. The Customer Experience Manager will work cross-functionally with various teams (e.g., sales, customer service, production, and quality assurance) to optimize the customer experience, address issues, and ensure customer satisfaction. This role will support Belmar Pharma Solutions in carrying out the mission of the company.

RESPONSIBILITIES

Key Responsibilities:

1. Customer Relationship Management:

• Develop and maintain strong, long-lasting relationships with clients, healthcare providers, and other stakeholders by providing exceptional customer service.
• May act as a primary point of contact for clients, addressing their inquiries, concerns, and ensuring satisfaction throughout the entire order and delivery process.
• Manage and resolve customer complaints or service-related issues by investigating the cause and taking appropriate actions to prevent recurrence.
• Foster a customer-centric culture within the company by emphasizing the importance of customer satisfaction across all departments.

2. Customer Support and Communication:

• Provide communication to customers regarding order status, product availability, shipping timelines, and any potential delays.
• Oversee customer support processes, ensuring timely and accurate responses to phone, email, or chat inquiries.
• Develop customer support protocols and provide guidance on handling customer issues effectively and professionally.

3. Process Improvement and Efficiency:

• Work closely with internal teams to streamline processes, improve customer service workflows, and ensure that customers receive products on time and meet their expectations.
• Identify opportunities for improving the customer experience by refining ordering, delivery, and communication processes, leveraging technology to automate tasks where possible.
• Develop and implement procedures for the timely processing of customer orders, returns, and other transactions, ensuring consistency and accuracy.

4. Cross-functional Collaboration:

• Collaborate with sales, production, quality assurance, and logistics teams to ensure a seamless experience for customers.
• Assist with the coordination of product availability, inventory management, and any special customer requirements, ensuring that the customer’s needs are fully met.
• Provide input on product development or service offerings based on customer feedback and market trends.

5. Training and Development:

• Train and mentor customer service and support teams to ensure they understand company policies, procedures, and best practices for handling customer inquiries and concerns.
• Develop and lead training programs to ensure customer service and order entry staff provides high-level service and is knowledgeable about the company’s products and services.

6. Compliance and Regulatory Adherence:

• Ensure that all customer service interactions and processes comply with regulatory standards, including those related to pharmaceutical compounding, confidentiality, and safety.
• Stay informed on regulatory changes that could affect customer service protocols or the customer experience.

QUALIFICATIONS/
TRAINING

(e.g. professional qualifications, on-the-job training, education)

Qualifications and Education Requirements

• Education:
• A bachelor's degree in business administration, Marketing, Pharmaceutical Sciences, Healthcare Management, or a related field is preferred.
• Pharmacy Technician Certification
• Experience:
• At least 1 year of experience in customer, customer service supervision, or account management, preferably within the pharmaceutical, healthcare, or biotechnology industries.
• Experience managing customer-facing teams, developing customer service strategies, and optimizing customer service operations.
• Strong understanding of pharmaceutical compounding processes and regulatory standards is preferred but not required.
• Skills and Competencies:
• Exceptional communication skills, both written and verbal, with the ability to effectively engage with clients and stakeholders at all levels.
• Strong problem-solving skills, with the ability to address customer complaints or concerns in a professional and timely manner.
• Excellent organizational and multitasking skills, with the ability to manage multiple customer accounts or inquiries simultaneously.
• Ability to analyze customer satisfaction data, generate reports, and make actionable recommendations for improvement.
• Proficiency in customer relationship management (CRM) software, Microsoft Office Suite, and other relevant tools for tracking customer interactions.
• A customer-centric mindset, with the ability to empathize with customers and find solutions to meet their needs.
• Leadership experience, with the ability to motivate and guide a customer service team to meet objectives and provide excellent service.
• Other Requirements:
• Ability to work independently, take initiative, and make decisions that benefit the customer experience and the company.
• A passion for delivering exceptional customer service and improving the customer experience across all touchpoints.
• Knowledge of regulatory compliance in pharmaceutical industries, including FDA, cGMP, and HIPAA, is an asset.
• Willingness to stay up-to-date on industry best practices, customer service trends, and changes in customer needs.

The statements herein are intended to describe the general nature and level of work being performed by the employee and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel classified. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the Employer.

Job Type: Full-time

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $80,000 - $95,000