"Alerted.org

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we'll help you build a career that you can feel passionate about.

Job Summary

The Customer Service Team Leader oversees and provides direction to the Microbial Solutions, North American, Customer Service team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervisory Duties

• Oversee daily operational activities and training for a group of non-exempt employees. Ensure optimum group performance.

• Coordinate activities of customer service department to ensure efficient and timely availability of product.

• Resolve all customer disputes, including counseling Customer Service staff in dispute resolution, complaint memos, and Trackwise cases.

• Establishes and maintains close working relationships with the customer, Account Managers, Key Account Managers, Customer Service Representatives, and other support resources

• Supports management activities such as: scheduling, personnel actions (hiring, promotions, transfers, etc.), training and development, providing feedback and coaching on performance, preparing reports and KPIs for annual performance reviews.

• May assist in development of departmental budget.

• Ensure adherence to pertinent regulatory requirements and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].

• Coordinate vacation/time off schedules.

• Ensure optimum performance of group function. Recommend and implement techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices.

Functional SME Duties

• Maintain records in SAP and generate reports. Work with Global Supply Chain team to provide sales forecast. Interact with accounting to provide sales reporting information required for SOX compliance.

• Act as backup for sign off requirements

• Work with Accounts Receivable to resolve discrepancies in billing and customer accounts

• Perform UAT, Integration, and Regression testing prior to implementation of new processes within platforms

• Provide post go-live production support in Salesforce and SAP

• Assist with inter and intra-company orders

These responsibilities are in addition to the basic requirements of a Customer Service Representative.

• Perform customer service functions, including processing orders, providing documentation (e.g., health certificates), and communicating availability of product to customers, telephoning/emailing/faxing quotes/delivery/product information, and order confirmations.

• Ensure coordination between Customer Service, freight forwarders and domestic carries to ensure efficient and timely delivery of product.

• Work closely with global distributers for accurate and timely allocation of products.

• Perform all other related duties as assigned.

Job Qualifications

• Education: Bachelor’s degree (B.A./B.S.) or equivalent in Business or related discipline.

• Experience: 2-3 years related experience with a Bachelor’s degree or 4-6 years related experience in customer service or business.

• Experience using SAP ECC Order Management and Salesforce Service Cloud and/or ServiceMax

• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

• Certification/Licensure: None

• Other: Supervisory and dispute resolution skills; excellent verbal and written communication skills; computer skills.

PHYSICAL DEMANDS:

• Regularly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Must occasionally move about inside the office to access file cabinets, office machinery, etc.

• Regularly provides information to and receives information from/through various technologies, media, sources and contacts. Must be able to accurately exchange accurate information in these situations.

WORK ENVIRONMENT:

• General office working conditions

• The noise level in the work environment is usually quiet.

Comments:

• This position requires occasional domestic travel.

Compensation Data

The pay range for this position is $55,000 to $58,000. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, and location.

Competencies

Lead - We lead when we advocate our purpose and model our values, when we deliver innovation, when we embrace change, and when we appreciate and celebrate the great work of others.Care - We show we care when we respect each other, our animals and the communities where we work and live, when we create a positive healthy workplace, when we are mindful of our compliance standards, and when we choose to do the right thing.Collaborate -We collaborate when we partner with each other and promote teamwork, when we communicate clearly and effectively across the hall or around the globe, and when we welcome all forms of diversity and encourage inclusiveness.Own - We act like owners when we hold ourselves accountable for our actions, when we respond to internal and external client needs with speed and accuracy, when we set and achieve meaningful goals, and when we strive towards continuous improvement.

About Microbial Solutions

Our Microbial Solutions business group has a comprehensive portfolio of endotoxin testing, microbial detection and microbial identification products and services is unlike any other, and has been purposefully designed to meet the complex and ever-changing needs of the industry. We help clients to ensure product safety and quality with easy-to-use yet robust testing solutions that satisfy regulatory requirements, support critical decision making and improve operational efficiencies.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients' clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client's unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.

At Charles River, we are passionate about our role in improving the quality of people's lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in the last five years.

We're committed to providing benefits that elevate your quality of life. Based on your position these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran or disability status.

It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to [email protected]. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

227493