Client Services Manager

Job Description

Job Description

JOB SUMMARY :

The Client Services Manager position is responsible for building relationships with our team of Customer Care (CC) and Control Tower (CT) Representatives.

The Manager oversees the day-to-day operations of both teams.

RESPONSIBILITIES :

• Take Ownership of the Client Services Operation
• Responsible for the hiring and development of all supervisors and associates while maintaining high standards and client focus
• Devise, implement, and maintain processes to support high levels of accuracy for manual tasks
• Answer detailed questions related to all products, special promotions, service claims, and system features available to clients
• Coach and mentor staff to drive high-performance
• Manage team to meet or exceed established KPIs across CC and CT
• Publish and ensure adherence to schedules which includes an on-call 24 / 7 support structure
• successfully deliver special projects on time
• Effectively manage and prioritize work
• Participate in meetings relating to new clients, products and services to aid in portfolio growth
• Participate in new product rollout; e.g. forms, script writing, internal testing, procedures, implementation, and ongoing client support
• Continually assess existing infrastructure (people, process, systems, and data) for improvement areas
• Use information available to make data-driven decisions whenever possible
• Document, train, support and troubleshoot all escalated client issues
• Support client, regulatory, and internal audits
• Approve employee expense reports and ensure team is staying within the defined budget
• Other duties as assigned

QUALIFICATIONS AND JOB SPECIFICATIONS :

• Bachelor Degree preferred, not required
• Experience in a healthcare 3PL environment preferred
• Five + years of leadership experience required
• Knowledge of Microsoft Word, Outlook and Excel
• Bilingual (English / Spanish) is a plus not required
• Needs to be Resourceful in meeting team goals
• Must have a can do’ attitude and a great sense of Teamwork. LifeScience Logistics associates are enthusiastic and passionate about serving our clients.
• Have a passion for providing outstanding Client Services
• Good decision making skills
• Proactive resource management
• Able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment
• Demonstration of the following :
• Impeccable communication skills
• Ability to conduct appropriate research as needed
• Strong presentation skills
• Attention to detail and organization
• Critical thinking

TECHNICAL EXPERTISE :

• Proven understanding of ERP systems
• Retrieve and analyze data via reporting software, Call Center, and ERP systems
• Analyze data from disparate systems
• Intermediate to Advanced Microsoft Office skills : Outlook, Excel (including Pivot Tables), PowerPoint, Internet
• Configure Call Center software and equipment
• Monitor Call Traffic and make adjustments to assignments on the fly
• Communicate swiftly through various communication platforms
• Manage team in Employee Management Software - UKG
• Basic Mathematical skills

ADDITIONAL EMPLOYMENT REQUIREMENTS

• Must be able to successfully pass all preliminary employment requirements (i.e., background check and drug screen).
• Must have a valid driver’s license.
• May travel up to 15%.

PHYSICAL / MENTAL / VISUAL DEMANDS

• Work is light to medium in nature with frequent walking to perform assigned tasks.
• Occasional lifting of 25 lbs. is required.

WORKING CONDITIONS

Activities occur within a typical office environment.

EQUIPMENT OPERATED

• Equipment : Laptop computer, cell phone, fax machine, copier, and desk phone
• Software : Outlook, Excel, Word and PowerPoint

LifeScience Logistics is an equal opportunity employer that takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, sexual orientation or gender identity.

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

NO AGENCIES PLEASE