At arenaflex, we're committed to delivering exceptional customer experiences and driving business growth through innovative solutions. As a Manager, Customer Account Management, you'll play a critical role in shaping our customer service strategy and leading a high-performing team to achieve outstanding results.
**The Opportunity**
Reporting to the Sr. Manager, Customer Account Management, you'll set strategic direction, priorities, and goals for your team to ensure employees understand how routine functions and transactions support strategic goals. This team provides a 1:1 relationship with members of the sales team to assist with customer needs, facilitating and executing within the sales-order management process for influenza orders. As a Manager, you'll be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail-oriented, and able to set and manage priorities focused on the customer experience.
**The Role**
As a Manager, Customer Account Management, you'll be responsible for:
* Providing leadership and support around our short and long-term strategic customer service roadmap
* Coordinating with all contributors, including customers, sales, supply, distribution, and operations, to ensure agreement of order to cash processes
* Developing and delivering processes for the team that maintain strategic organization alignment
* Maintaining open communication to keep staff informed of department updates, critical decisions, and corporate messaging; directing updates to corresponding documentation or procedures
* Providing oversight for department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards
* Managing and promoting development of all team members
* Communicating adherence to performance standards, addressing performance issues
* Reviewing escalated cases and providing remediation, including follow-up with important partners
* Examining and presenting a variety of operational performance measurement results, deriving insights regarding key performance indicators
* Managing fast-paced production teams, with the ability to contribute meaningfully to data-driven process improvements
* Managing several projects with multiple deliverables simultaneously
* Building industrious relationships with customers, sales teams, and distribution partners to drive order to cash management
* Developing and rewarding top talent while establishing a solid succession plan; building bench strength for critical roles
* Monitoring monthly expenses to seek cost reduction opportunities and reacting to un-forecasted variances
* Processing a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems, and downstream impacts
* Monitoring productivity and quality trends; addressing training opportunities
* Emphasizing innovative solutions and calculated risks to drive business growth
* Ensuring employee diversity and inclusion through hiring practices and work assignments
* Performing or delegating specialized reporting, such as monthly invoice summaries and daily tracking reports, as requested by customers or sales teams
* Owning workflows, exceptions, and anomalies; identifying patterns and trends, and offering proactive and practical solutions
* Managing the HR elements of the team for on-boarding, off-boarding of staff, training, and development
**Your Skills and Experience**
To succeed in this role, you'll need:
* A Bachelor's degree or equivalent in business, communications, or a related discipline
* 5-7+ years' experience in customer service or a related field
* Demonstrated leadership and team-building experience
* Microsoft Office and strong Excel skills
* SAP, Model N, and experience in the pharmaceutical, biotech, or healthcare industry (preferred)
* Ideal experience would include pharmaceutical customer service industry handling vaccines or other cold-chain products via a customer service position (not required)
* MS Excel required; SAP (6.0 later preferred), EDI ordering, and SAP account sale-order management experience (preferred)
**Our Benefits**
As an arenaflex employee, you'll enjoy a comprehensive benefits package, including:
* Health care and financial protection for you and your loved ones
* Resources for mental health, emergency backup care, and summer camp
* Matching contributions to support your favorite charity
* Opportunities for career growth and development
* A supportive and inclusive work environment
**About arenaflex**
arenaflex is a global organization with employees in 35+ countries, committed to delivering exceptional customer experiences and driving business growth through innovative solutions. As a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness, we're dedicated to making a difference in the world.
**Join Our Team**
If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now to become a part of our dynamic team and help us shape the future of customer service.
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