Associate Director, Customer Service

RepliGen Corporation•Waltham, MA

2d•$143,200 - $205,865

About The Position

The Americas customer service leader owns, standardizes, and continuously improves the end-to-end order management and customer experience, from order capture through order fulfillment, invoicing, cash application, and dispute resolution, for regional customers. Operating with considerable latitude, this leadership role guides the successful resolution of complex, process and system challenges, working with key stakeholders to drive order execution and customer delivery excellence. As a significant leadership role in Customer service this role is also expected to support global process and customer experience improvement. This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results—in all aspects of work.

Requirements

BS/BA degree and 10+ years’ experience in a customer facing or operations environment.
5+ years’ experience managing employees
Proven expertise in ERP O2C processes, with demonstrated success leading operations in a customer focused setting and driving continuous improvement activity.
Strong understanding of end-to-end O2C processes, including Order Management, Billing & Invoicing, and Accounts Receivable & Collections.
Demonstrated ability to operate under limited supervision, exercising sound judgment to guide complex, cross-functional assignments to resolution.
Strong data-driven decision-making, stakeholder management, and cross-functional influencing skills; experience managing competing regional priorities.
Excellent verbal and written communication skills.
Highly organized and detail oriented.

Responsibilities

Lead a customer service team managing enquiries, order entry, and order management for customers across the Americas region, fostering a culture of customer focus, accountability, collaboration, and continuous development.
Drive daily process rigor through standard work, daily management practices, and continuous improvement initiatives to ensure high service levels, operational excellence, and data-driven decision making while maintaining a strong commitment to integrity and compliance.
Establish and maintain effective workload management processes that enable the team to meet customer commitments and business objectives while balancing resources and evolving priorities.
Manage team performance through clear, measurable goals, regular coaching, timely feedback, and development opportunities. Empower team members to take ownership of their work and partner with the broader global customer service organization to support career growth and succession planning.
Foster strong collaboration across Americas partner functions to ensure proactive communication, effective problem solving, and a seamless customer experience.
Serve as a trusted partner to USCAN sales, finance, and operations leadership, working collaboratively to deliver customer commitments, support business objectives, and drive results.
Champion the voice of the customer by driving, monitoring, and reporting on customer experience metrics across the Americas region, including NPS performance, and leading improvement initiatives that enhance customer satisfaction and loyalty.
Lead customer feedback processes, ISO audits, complaint investigations, and other critical business and quality activities with a focus on compliance, accountability, transparency, and continuous improvement.
Represent the needs and perspectives of Americas customers in global process improvement initiatives and strategic projects, demonstrating courage to challenge assumptions, advocate for customers, and influence positive change.
Thrive in a fast-paced, deadline-driven, results-oriented environment by demonstrating adaptability, sound judgment, accountability, and resilience in response to changing business needs and priorities.