What are the responsibilities and job description for the Customer Care Manager position at Fortis Life Sciences?
**The Opportunity**
Fortis partners with diagnostics and life sciences companies to design, validate, and manufacture solutions to solve their complex development problems. Our tailored approach and end-to-end capabilities accelerate the work of our customers as they bring the next generation of medicines and diagnostics to market. We serve a global customer base and have offices across the world, including four R&D sites and three GMP and ISO 13485 compliant manufacturing facilities in North America.
**Customer Care Supervisor Role**
The Customer Care Supervisor is responsible for leading and managing Customer Care team members. This team is pivotal in overseeing the entire order fulfillment process, providing critical support to our sales team and ensuring a seamless experience for our customers. The role involves managing order entries, onboarding new customers, coordinating with production and shipping teams, generating product quotes, and maintaining customer data in our SAP ERP system.
**Responsibilities**
- Lead customer service team members in the day-to-day operations by managing the quote to cash process.
- Take ownership of customer issues and follow problems through to resolution.
- Develop best-in-class service procedures, policies, and standards.
- Create, monitor, and analyze Customer Experience KPIs to identify areas for improvement to enhance the overall customer experience.
- Assist team members to validate and enter orders in SAP ERP with appropriate account coding and approvals.
- Support inside sales initiatives, including up selling antibody/antigen pairs to enhance customer engagement and drive additional revenue.
- Mentor and develop customer service team members and nurture an environment where they can excel through encouragement and empowerment.
- Collaborate with marketing, sales, manufacturing, and product logistics, to execute strategies that drive customer loyalty, retention and revenue growth.
**Requirements**
- Bachelor's degree in business administration, or related field, or equivalent experience.
- 5 years of experience in a customer service role.
- Must have SAP or similar ERP experience.
- 3 years of people management experience.
**What We Offer**
- We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products.
- Our mission:
