Customer Success Supervisor

BioLegend is looking for a Customer Success Supervisor who plays a key role in leading our Special Teams and building a truly customer-centric culture. In this role, you’ll champion an exceptional experience for our VIP customers by developing and executing effective account management processes. You’ll ensure world-class service by combining a deep understanding of customer needs with strong knowledge of our products, mission, and values.

You’ll also support hiring, coach and motivate team members, and help solve day-to-day challenges to achieve our Customer Care goals. If you’re passionate about elevating the customer experience and inspiring high-performing teams, we’d love to meet you.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide leadership and employee development for assigned Special Team by supporting, coaching, motivating, and developing associates at every opportunity to deliver ongoing team success.
• Champion the Company’s mission and values within the department to inspire and empower team to meet and exceed their potential
• Compile, analyze, and deliver associate performance data and scorecards monthly and make recommendations for improvement or disciplinary actions when necessary.
• Deliver real time constructive feedback and coaching to help improve individual and team performance to meet established goals with a focus on timely order processing and customer responses.
• Monitor team performance and confirm delivery of Legendary service in every interaction through call / email monitoring, scoring, and feedback sessions to ensure high quality service interactions.
• Support the execution of the Customer Care department strategic plan which includes contributing to the successful implementation of new account structures, proactive outreach, voice of the customer data collection, and development of new KPI’s (Key Performance Indicators).
• Conduct quarterly business meetings for the Special Teams function and VIP accounts. Deliver quarterly report out.
• Define and develop training programs and playbooks to deliver Legendary service for assigned functions.
• Drive continuous improvement by utilizing Operational Excellence tools and techniques to ensure efficient department operations.
• Led innovation through regular review workflows to identify process and system improvements to enhance the team's productivity and service to our customers.
• Support the implementation of a new ERP (Enterprise Resource Planning) System by testing and executing readiness actions.
• Foster and promote an environment of exceptional Legendary customer service to internal and external customers by delivering monthly trainings to associates.
• Effectively manage and resolve escalated customer inquiries to achieve the best possible outcome balancing the customer and business dimensions.
• Collaborate with cross functional leaders across organization to increase service levels by solving customer related problems and uncovering new service opportunities.
• Engage in succession planning; review and make recommendations on staff requirements to support ongoing employee development.
• Execute timely and constructive annual performance evaluations.
• Facilitate team meetings utilizing Team Leadership skills.
• Execute onboarding and training of new team members and provide retraining of current team as needed.
• Other projects, duties, or responsibilities assigned as needed.

Minimum Qualifications – Education and Experience

• High School Diploma (or equivalent)
• 8 years of applicable Customer Service experience with 5 years in a leadership capacity
• 3+ years of experience with Enterprise Resources Planning (ERP) systems
• 3+ years of experience with Customer Relationship Management (CRM) systems

Preferred Qualifications – Education and Experience

• Bachelor’s Degree or equivalent combination of experience and education
• Experience with dashboards and other visual management.
• Salesforce Associate certification
• A desire to enact change and strive for innovation
• Advanced computer Microsoft skills in MS Word, Excel, and PowerPoint
• Excellent organizational and time management skills
• Strong analytical and critical thinking skills
• Thrives in challenging and high pressure situations
• Strong computer skills, with an expert proficiency in MS Office programs
• Innovative thinker who creates and maintains a team environment of creativity, responsibility, accountability
• Excellent interpersonal, verbal, and written communication skills to effectively deal with internal and external customers with the highest degree of professionalism.
• Experience in supervising, assigning, and evaluating the performance of a team.
• Proven ability to guide and develop a team members’ skill set and complete projects.
• Ability to positively interact with vulnerability and humor with co-workers and leadership
• Demonstrated confidence, strong initiative, self-direction, and ability to prioritize
• Desire to work in a dynamic, fast-paced environment
• Proven track record of de-escalating customer issues with sympathy and empathy

Work Environment & Physical Demands - Office
While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear.

The base salary range for this full-time position is$75,000-$85,000/year. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. 

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

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What do we offer?

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.