Director, Customer Service

Company: Bachem Holding AG
Location: Torrance
Posted on: October 12, 2024

Job Description:

Bachem is a leading, innovation-driven company specializing in the development and manufacture of peptides and oligonucleotides. With over 50 years of experience and expertise, Bachem provides products for research, clinical development, and commercial application to pharmaceutical and biotechnology companies worldwide and offers a comprehensive range of services. Bachem operates internationally with headquarters in Switzerland and locations in Europe, the US, and Asia. The company is listed on the SIX Swiss Exchange. For further information, see .A brief overviewThe Director, Customer Service will be responsible for defining, communicating, and implementing a best-in-class customer service experience. This position will provide 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 forecasting. Additionally, this role will lead the Center's service workforce and implement training to customer service and 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 the 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 assist 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 a science-related field
  • Master's in Business Administration or science-related field (preferred)
  • 4-6 years of business management experience
  • 4-6 years in sales or a customer service department
  • 1-3 years of Project Management experience
  • 4-6 years of chemical/biotech industry experience (preferred)
  • Experience in Lean-Six Sigma (preferred)
  • 1-3 years of 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 environmentBase Salary Range: $144,640 - $165,000Placement of new hires in these wage ranges is based on several factors including education, skill sets, experience, and training.Total RewardsWe 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 ResponsibilityBachem takes responsibility for future generations by 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 EmployerAll 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.
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Keywords: Bachem Holding AG, Azusa , Director, Customer Service, Executive , Torrance, California