Overview:
Join a fast-growing global healthcare organization dedicated to revolutionizing customer experience. This high-impact role focuses on leading customer service excellence, streamlining operations, and leveraging cutting-edge technology to deliver outstanding service across all touchpoints.
Position Description:
The Head of Customer Service will handle 3 strategic directions:
- Managing a large customer service team with different capabilities, support models (Customer Services, White Glove Services; internal and external)
- Optimizing current operations and ways of working to improve efficiency while maintaining excellence in service
- Bridging traditional healthcare customer service excellence with emerging AI technologies
Operations:
- Resolve complex customer service issues, such as: handling product storage and transportation concerns, addressing adverse event reports and coordinating with medical teams, managing product replacements.
- Manage continuous improvements on behalf of the Commercial team, ensuring seamless integration with existing commercial processes, driving simplification and modernization.
KPIs / Metrics:
- Optimize KPIs and analyze customer service metrics and identify areas for improvement. Ensure communication to senior management on CS related KPIs and metrics.
- Implement standard operating procedures (SOPs) for customer interaction and complaint handling.
- Manage budget to targets and identify opportunities for optimization and efficiency improvements.
- Communication & Stakeholder management: Coordinate with CX managers to ensure a seamless and positive experience across all channels.
- Collaborate with cross-functional teams, including Order-to-Cash, Supply Chain, Digital teams, identifying and implementing additional system improvements such as automating manual processes in master data management, enhancing data analytics capabilities, optimizing system performance.
Key Responsibilities:
- A leader with extensive experience in managing a large customer service team (50+)
- A seasoned operator in customer service (escalation and resolutions, process flows, master data, sales ordering, claims, credit, collection, reporting and data analytics), looking to share your experience and knowledge
- Experienced with CS in health care in a direct sale and indirect sales model with a large customer base
- An agent for change, looking to develop new ways of working including AI implementation and driving company performance through continuous improvement.
Requirements:
- At least 7 years’ experience in Customer services and 4+ years in a leadership role (essential)
- A solid experience in the pharma industry
- Experience with CRM systems and customer service technologies
- Experience implementing or piloting AI-powered solutions in customer service
- Proficiency in customer service analytics and reporting tools
- Proficiency with SAP
Location: NJ