Customer Service Manager

Company Description

For over 20 years, Abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.

We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.

Job Description

We have an exciting opportunity for an experienced Customer Services Manager to lead our team covering customers located in the Americas. Abcam Customer Operations has an aspirational strategy supporting a bold transformation agenda. A key underpinning to the strategy is to ensure that foundational customer service capabilities are expertly and consistently delivered to our customers. The successful candidate will possess a customer-centric mindset, consistently seeking opportunities to improve internal processes related to how Abcam supports its customer base. We need dependable, high-performing talent focused on achieving great customer outcomes to join this effort. 

Main Responsibilities: 

• Manage the handling of all core customer queries and complaints, ensuring the customer is at the heart of what we do.
• Organize customer service agent workloads and manage agent performance, using a data-driven approach aligned with the team’s core performance metrics.
• Partner with the Sales and Service team to build the next generation of service operations for Abcam.
• Ensure key KPIs are achieved at both the individual and team levels (tNPS, response rate, accuracy, daily targets, first contact resolution, Incident Queue Management, and employee NPS).
• Coach and support team members to outstanding performance.
• Play an active role in the management team, identifying areas of improvement and being proactive about making changes.
• Identify, champion, and support projects that align with the overall company strategy and improve the customer experience.
• Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication, and teamwork. 

Qualifications

You should have experience leading a customer service team with customer contact through phone, email, and webchat, demonstrating a passion for delivering outstanding customer service. A commitment to continuous improvement, excellent communication skills, and the ability to coach your team for outstanding performance are essential. As a leader, not just a manager, you must fully engage your team to impact customer satisfaction, focusing on Net Promoter Score. 

Comfort in an environment of constant change is crucial, and you should be adept at identifying opportunities for improvement and taking action. Your exceptional attention to detail, error-spotting ability, multitasking skills, and capacity to both prioritize and work collaboratively or independently are key strengths. The ideal candidate is located within commuting distance to our Eugene, OR office and capable of being onsite 3 days per week. If this aligns with your profile and you seek to be part of a growing biotech business, apply now! 

Additional Information

We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why, in addition to market competitive salaries, we offer you a flexible benefits package which is tailored to your unique needs and support your financial, physical and emotional wellbeing. This includes 18 weeks fully paid maternity leave, 6 weeks fully paid paternity leave as well as highly flexible working and much more. Besides, your development will be integral to your experience here. You will grow alongside other talented minds, in ways you may often find unexpected.

When people come together, incredible things happen. Here you’ll work in a safe environment where you can be who you truly are. We’ll champion and celebrate your uniqueness throughout your journey with us. This is how we excel at partnering with the scientific community no matter the challenge, ultimately helping solve the world’s most critical diseases. Find out more about Diversity & Inclusion at Abcam.

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