Manager, Customer Service

The role has responsibility for leading a team of people, working together with other teams to achieve a delicate balance of Customer Centricity and Employee Engagement. With Customer Centricity, it is important to lead a team that has the skills to understand Customer requirements, expectations, and needs, to minimize Customer effort and create a quality connection and consistent experience.Furthermore, this person is vitally responsible in creating an atmosphere where a culture of diversity is embraced, performance is recognized, and development in current role and career are fostered. For the business, the balance is to demonstrate innovation by enhancing or creating processes that will improve customer experience, increase productivity, and improve the performance of service teams. Balancing work as a leader and manager, while progressing projects, is challenging. One must enjoy developing people, multi-tasking in a fast environment, being accountable for results, and driving performance. The manner one chooses to perform this role is equally important as it is desired to Model the organization’s core values and principles and continually reinforces them.As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Duties & Responsibilities

• Leadership ' Management
• Lead a team of people focused on a low-effort experience that connects with the individual customer. One must identify skill gaps as well as developing current skills to a higher level. This requires cross-functional collaboration with Training, Business Specialists, Systems, and Quality teams.
• Work across other department managers and teams to deliver a quality and consistent experience for each person who interacts with BIAH Customer Service. Oversee forecasting and staffing needs to meet established business service levels.
• Manage the day-to-day business of staffing to meet service level on all work types, pro-actively addressing performance/business issues and opportunities. Prioritize all work types with clear direction when work exceeds forecast including adjusting roles, responsibilities, and requesting resources if applicable, as well as communication regarding changes to key stakeholders.
• Communication
• Present and facilitate meetings adapting content and purpose appropriate for the audience
• Establish trust and transparent communication
• Collaborate with peers to share learnings, core processes, systems, and best practices
• Resolve disputes and conflict by having challenging conversations while maintaining composure.
• Influence individuals and teams to agreement on potentially divisive topics.
• Process ' Controls
• Maintain current Standard Operating Procedures for all work within the department
• Responsible for maintaining proper financial and audit controls as it relates to Order Management
• Ensure employee compliance with documented processes
• Active participant in the cycle of Training, development, and change.
• Talent Identification and Retention
• Responsible for recruiting, selecting, developing and maintaining an increasingly competent team of professionals.
• Responsible for career development of team members in the Customer Care organization, including active support of the award and recognition program.
• Establishes and maintains effective working relationships and collaboration amongst Customer Care, Marketing, Sales, and other Service Teams.
• Lead team in prioritizing employee line activities, schedules, and identifying workload variances in order to leverage resources for developmental opportunities.
• Develop and communicate career options that support succession planning and employee growth
• Performs all Company business in accordance with all regulations (e.g. EEO, FDA, OSHA etc.) and Company policies and procedures. When violations are noted/observed they are to be immediately reported to management. Demonstrates high ethical and professional standards with all business contacts in order to main BIVI’s excellent reputation within the community. Successfully completes Compliance Modules assigned annually by the Company and develops challenging yet compliant advertising messages while avoiding regulatory agency warning letters.

Requirements

• Bachelor degree from an accredited institution required.
• Three (3) years of progressively complex experience in customer service or operations.
• Three (3) years of people or project leadership experience.
• Animal health industry experience preferred.
• Demonstrated ability to lead, inspire and influence teams, with cross-functional experience preferred.
• Exhibits a strong customer focus, proactively anticipating and resolving customer needs as appropriate
• Ability to manage competing priorities, assess process gaps and take ownership for resolution
• Demonstrated competence in illustrating performance and process trends and initiates action by creating improvement plans to mitigate risk
• Strong analytical, quantitative and problem-solving skills.
• Proven Ability to quickly assess issue, good judgment and decision making skills.
• Must be experienced and comfortable working in a fast-paced intrapreneurial environment and able to deal well with change and ambiguity
• Strong consensus builder with strong oral and written communications skills, including the ability to drive change.
• Agile coach to develop differing personality and professional styles.
• Sound judgment and decision-making skills
• Ability to assimilate and analyze data to develop tactical action steps to achieve results.
• Strong analytical, quantitative and problem-solving skills.
• Experience with internal systems such as Oracle, Salesforce, PureConnect, MS Outlook/PowerPoint/Excel preferred
• Ability to travel for up to 15%.

Eligibility Requirements

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required)
• Must be 18 years of age or older