Manager, Customer Operations
Job Location:
Rochester, NH - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
About AeroSafe Global
At AeroSafe Global we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industrys complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.
About the Role
The Customer Operations Manager is responsible for on-boarding new customers andmaintaining service levels for existing and new services offered to AeroSafe customers. Workingcross-functionally with account management return logistics supply chain operations and thedigital technology teams this role will ensure that operational processes are being executed andongoing communication is occurring with customers regarding cold chain intel services. Theyare the primary interface for external customers to answer questions expand services and ensure high customer satisfaction as well as oversee customer service representatives who are engaging with end-users.
Salary Range & Benefits
Salary Range:$63000 - $75000 annually commensurate with experience.
Comprehensive Benefits Package
AeroSafe Global offers a comprehensive benefits package designed to support employees health financial well-being and work-life balance. Benefits include employer contributions toward medical coverage vision insurance and a 401(k) retirement savings plan as well as:
- Dental insurance
- Life and AD&D insurance
- Voluntary benefits including:
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Flexible Spending Accounts (FSA)
- Health Savings Account (HSA)
- Paid Time Off (PTO)
- 10 Paid Holidays annually
Responsibilities
- Respond to customer questions in a timely and accurate way regarding services andreports.
- Identify customer needs and assist customers use in program services.
- Perform product demonstrations & onboarding for new customers staff and otherstakeholders.
- Develop reporting & communication process for customer service team to execute.
- Engage with supply chain operations and return logistics resources to ensure thatcustomer services are being delivered to customers expectations.
- Identify new opportunities and collaborate with marketing/digital services regardingservice enhancements to increase revenue or improve customer satisfaction.
- Work with technology partners to understand product platforms and interfaces.
- Responsible for daily/weekly reporting metrics related to cold chain services.
- Deliver the highest level of customer services daily.
- Solve daily issues associated with platform or communications that may arise.
- Multi-task competing priorities in a professional and efficient manner.
- Deliver the highest level of Customer Service daily
Minimum Qualifications
- Customer focus & service orientation
- Excellent analytical mathematical and creative problem-solving skills
- Experience with databases data extraction and analysis
- Ability to learn new technology and platforms
- Proficiency with Microsoft Office applications
- Excellent listening interpersonal written and oral communication skills
- Logical and efficient with keen attention to detail
- Highly self-motivated and directed
- Ability to effectively prioritize and execute tasks while under pressure
- Cross functional leadership to drive results
- Process development and training experience
Physical Requirements
While performing the duties of this position the employee will frequently be required to:
- Sit for extended periods.
- Use hands and fingers to handle objects tools or controls including repetitive motions.
- Communicate effectively by speaking and hearing.
The employee may occasionally be required to:
- Visual acuity
- Stand and walk.
- Reach with hands and arms.
- Bend stoop kneel and crouch.
- Lift and/or move up to 10 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Tools & Equipment
- Computer
- Printer
- Telephone
- Copier/scanner
- Other standard office equipment
Work Environment
Normal office manufacturing and warehouse environment.
Equal Employment Opportunity
AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race color religion age sex national origin disability genetic information protected veteran status sexual orientation gender identity or expression or any other characteristic protected by applicable federal state or local law.
This policy applies to all aspects of employment including recruitment hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
Required Experience:
Manager
About Company
AeroSafe Global provides integrated end-to-end delivery solutions and engagement services for cold chain distribution.
