Manager, Customer Service

Hygiena LLC • Camarillo, CA

22d • Onsite

About The Position

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena’s proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business! At Hygiena we believe: In providing the highest quality products & service, Being a leader in innovation, Having a compelling desire to improve and win in the marketplace, In contributing positively not only in the workplace, but in our community and environment! With rapid growth comes opportunity. We are looking for a Customer Service Manager to join our team in Camarillo! This is a full-time exempt position.

Requirements

• Bachelor’s Degree and 3-5 years of related customer support experience, or equivalent education and work experience, required.
• Minimum of three (3) years of supervisory experience managing direct reports required.
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required.
• Experience with customer database software, i.e. MS Navision or other, required.
• Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality
• Excellent adaptability in a fast-paced environment with the flexibility and willingness to take on new tasks and projects
• Ability to speak and write clearly and accurately
• Attention to detail and accuracy
• Effective listening skills
• Multi-tasking capabilities
• Must have in-depth analytical and problem-solving skills.
• Must be able to use discretion and independent judgement.

Responsibilities

• Provides regular coaching and feedback to the customer service team, ultimately to ensure customer service requests are fulfilled in a timely, efficient and effective manner; monitors quality of customer contacts via phone, email and live chat for quality and improvements.
• Collaborates with Sales, Shipping, Accounting, R&D, Quality and other departments as needed to resolve customer issues and escalate technical or quality issues; recommends improvements to processes within team for increased quality of service.
• Manages customer service call volume and schedules to ensure adequate coverage for all channels (including e-commerce). Establishes and implements processes to improve efficiency, decrease costs and ensure consistent, high-quality customer experience.
• Fields escalated customer questions and inquiries, including technical help related to products and software.
• Oversees processing of customer orders for US/Canada and distributor orders for Latin America, ensuring timely and accurate processing; manages returns and repair processes.
• Drives special projects as requested/required by the business to improve service, capacity, and compliance.
• Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; enforcing all safety rules and ensuring safe work procedures.

Benefits

• 15 days of PTO & 10 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities
• State paid short-term disability for California based employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level