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    Customer Success Supervisor - San Diego, United States - Revvity

    Revvity
    Revvity San Diego, United States

    1 week ago

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    Description


    What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries – from research to cure.

    Our team recognizes that with each customer served and each order processed, we are making a difference.

    Being a part of BioLegend's Customer Care Team means being at the forefront, showcasing legendary service and translating our iACT culture into tangible results for our customers.

    On our team, you can expect a dynamic and fast-paced atmosphere.

    You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal – providing our customers with Legendary service.

    At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more

    Essential Functions

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


    The BioLegend North America Customer Care team is looking for a motivated, innovative, and energetic individual to join our team.

    With a passion for service and eye for innovation, we are looking for someone to perform these job duties.


    The Customer Success Supervisor is responsible for providing effective leadership to the Special Teams and championing a customer-centric environment that increases customer loyalty though continuous enhancements to the customer experience for VIP Customers.

    Develops and executes Account Management processes to ensure world class customer service for all internal and external customers by leveraging in-depth knowledge of our customers' needs, the Company's products, mission and values to provide quality and Legendary service.

    This includes assisting in hiring, motivating, coaching, and problem solving to achieve our daily, monthly, and annual goals in line with Customer care objectives.


    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, supported by the BioLegend's iACT culture.

    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.

    Lead 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.

    iACT Competencies

    innovate – Be better, keep improving, be more efficient, creative, and be in the forefront of development
    Aspire – Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
    Collaborate – Foster teamwork, common goals, selflessness, communication and mutual support
    Transform – Adapt, learn, re-invent and change for future development and growth

    Minimum Qualifications – Education And Experience

    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
    Advanced computer Microsoft skills in MS Word, Excel, and PowerPoint

    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
    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
    A desire to enact change and strive for innovation
    Excellent organizational and time management skills
    Strong analytical and critical thinking skills
    Thrives in challenging and high pressure situations

    The base salary range for this full-time position is $65,000-$75,000/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.

    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.

    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
    401k with Company Match
    Employee Stock Purchase Plan

    Learn more about Revvity's benefits by visiting our Why Revvity 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.

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