Customer Service Manager

Location: Morgantown, PA
Work Mode: Onsite

Position Summary

The Customer Service Manager leads the customer service function to deliver a consistent, high-quality customer experience while building scalable processes to support continued business growth. This role focuses on people leadership, process optimization, KPI management, and cross-functional collaboration.

Key Responsibilities

- Lead and develop a customer service team supporting domestic and global customers
- Establish standardized workflows for order management, credits, returns, and e-commerce transactions
- Define, track, and improve KPIs such as order accuracy, response time, backlog, and customer satisfaction
- Act as the voice of the customer across Sales, Operations, Supply Chain, and Finance
- Drive continuous improvement using Lean or continuous improvement methodologies
- Implement and optimize CRM and ERP usage within the team
- Recruit, onboard, train, and coach team members
- Develop department budgets and staffing plans aligned with growth forecasts
- Support change management initiatives as the organization scales

Qualifications & Experience

- Bachelor’s degree in Business, Communications, or related field
- 5 years of customer service or customer operations experience
- 2 years of people management experience
- Experience in life sciences, diagnostics, or regulated industries preferred
- Strong leadership, communication, and problem-solving skills
- Experience with CRM, ERP, and order management systems
- Proven ability to balance customer satisfaction with operational efficiency

Biolyst Scientific provides equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation.

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