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Customer Service Manager

CPG Talent Management Bethesda, MD
  • Expired: over a month ago. Applications are no longer accepted.

The Customer Experience Manager will lead a team of 10 direct reports in Customer Service Department to deliver a high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity and profitability.

Related B2B & B2C industry experience dealing with Order To Cash (OTC) with both patients and companies consuming products in North America (both US & Canada). Candidates with industry experience out of pharmaceutical, medical, Fast Moving Consumer Goods (FMCG) in food & beverage manufacturing, Nutraceutical manufacturing, healthcare are desired. A leader with strong motivational skills is highly desired and it's a plus if you have bilingual English/French skills.

Essential Functions:

  • Lead and continuously develop a high performing customer services team
  • Continue developing and roll out of customer experience and satisfaction improvement strategies across North America locations
  • Create joint solutions/new ways of working with customers/distributors to improve access, sell out service as well as optimizing costs
  • Establish continuous improvement goals to maintain focus on customer satisfaction, increased efficiency and streamlined operations
  • Interface with executives to prepare and deliver performance reports, as well as develop and execute strategic initiatives
  • Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
  • Manage the Order To Cash (OTC) process, customer complaints and lead a complaints reduction program in collaboration with colleagues as needed
  • Monitor and ensure compliance with all HIPPA and other pertinent regulations for a team dealing with sensitive patient and financial information
  • Participate in industry organizations to follow latest trends in CRM, IT solutions,

Knowledge, skills and abilities:

  • Knowledge on the value of each customer.
  • Ability to listen to customers and fix problems.
  • Ability to empower and listen to the customer service representatives.
  • Ability to engage the entire company behind Customer Services.
  • Problem solving skills.
  • Excellent verbal and written communication skills.
  • Strong ability to lead a team.
  • Demonstrated ability to capture, understand, manage and resolve questions and issues.
  • Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to colleagues and functions throughout the company.
  • Bilingual skills (English/French) is a plus.
  • Proficient with MS Office including Excel, Word and PowerPoint.
  • Ability to work independently and as a member of a team.

    Supervisory responsibilities:
    The Customer Experience Manager has 10 direct reports: Customer Service Representative.

Minimum qualifications:

  • Bachelor's degree
  • Minimum 5 years Management experience in Customer Services, preferably in the healthcare industry, pharma, nutraceutical, FMCG (fast moving consumer goods), desired
  • Experience managing Order To Cash (OTC) process
  • Bilingual English/French a plus
  • Strong people leader with team motivational skills

Success factors:

  • Customer service is improved based on customers' feedback.
  • Customer support and customer handling.
  • Supplier collaboration.
  • Supply chain strategy.
  • Process and project excellence.
  • Performance and total cost management.
  • Value creation.

CPG Talent Management


Bethesda, MD