Customer Service Manager - Contract - Carlsbad, CA
Do you excel at leading customer service teams while partnering cross‑functionally to streamline operations and elevate the customer experience?
Proclinical is seeking a Customer Service Manager to lead customer support and order-to-cash (O2C) functions across B2B and B2C channels.
Primary Responsibilities:
This role focuses on ensuring seamless service delivery, driving continuous improvement, and optimizing customer service systems and processes. You will collaborate with cross-functional teams to enhance operational efficiency and customer satisfaction.
Skills & Requirements:
- Strong leadership skills with experience managing customer service teams and call center operations.
- Expertise in contact center technologies, CRM workflows, and knowledge bases.
- Proven ability to scale customer service operations in high-growth omnichannel environments (B2B and B2C).
- Hands-on experience with ERP systems (e.g., Oracle NetSuite, Oracle Cloud) and Salesforce Service Cloud.
- Deep understanding of customer master data management and governance.
- Advanced knowledge of Order-to-Cash (O2C) processes, including credit allocation, fulfillment, invoicing, and returns.
- Analytical mindset with strong problem-solving and decision-making skills.
- Proficiency in Microsoft Office tools (Word, Excel, Teams, Power BI) and reporting analytics.
- Ability to lead cross-functional teams and build effective partnerships across departments.
- Experience driving operational transformation, process redesign, and continuous improvement initiatives.
The Customer Service Manager's responsibilities will be:
- Lead and manage customer service and sales support teams to deliver exceptional service and operational efficiency.
- Oversee end-to-end order management processes, including order entry, fulfillment, invoicing, and issue resolution.
- Serve as the business owner for ERP platforms (e.g., Oracle Cloud) and Salesforce Service Cloud capabilities.
- Ensure integrity and governance of customer master data, collaborating with IT, Sales, and Finance teams.
- Drive continuous improvement in O2C processes, streamlining workflows and enhancing automation.
- Analyze service metrics and system performance to inform decision-making and support growth.
- Develop standard operating procedures, training programs, and service guidelines.
- Collaborate with Commercial, Supply Chain, Finance, and IT teams to resolve escalations and support strategic initiatives.
- Manage call center operations, including inbound communication channels, service levels, and response time SLAs.
- Establish and monitor customer contact KPIs, such as call answer rates and first-call resolution.
- Oversee customer inquiries, including order support, product questions, complaints, adverse events, and returns.
- Partner with Quality and Compliance to ensure proper handling of regulated communications.
- Define and manage customer service KPIs, conduct root-cause analysis, and refine metrics for operational reliability.
- Lead process and system enhancements to improve transparency and strengthen supply chain performance.
- Coach and develop a high-performing team, fostering a culture of continuous improvement and customer success.
Compensation:
If you are having difficulty in applying or if you have any questions, please contact Jackie Cerchio at j.cerchio@proclinical.com
If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.
Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.
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