Customer Service Supervisor

About Innovive

Innovive has been a leader in vivarium technologies for over 20 years, dedicated to advancing scientific research while prioritizing animal and human welfare. Our patented technology streamlines operations, reduces stress on animals, and promotes sustainability in research environments. We are committed to innovation, excellence, and ethical practices, providing solutions that make research more efficient and humane. At Innovive, our success is driven by a passionate, collaborative team in an inclusive environment where every voice matters. Join us in shaping the future of scientific discovery.

Job Summary

The Supervisor of the Customer Service Team supports Innovive customers that range from universities, innovative biotech startups to contract research organizations (CRO) and pharmaceutical development companies with a global footprint. The Customer Service Supervisor works with both our customers and the internal team on ensuring exceptional customer experience as related to Innovive products and services. The Customer Service Supervisor oversees the day-to-day activities of the CS team in addition to working with cross-functional teams to ensure processes and procedures are followed, and noncompliance issues are escalated to Senior Management.

Key Responsibilities:

• Day-to-day supervision of the CS team and ensuring customer needs are responded to timely and efficiently
• Manage escalated customer issues as needed and ensure visibility to your manager
• Oversee the end-to-end pre- and post-sale product and service support for existing customers of Innovive products and services
• Set up new and update existing customer accounts in our ERP (NetSuite)
• Maintain accurate and thorough customer records
• Full ownership of sales support process: accept and process Purchase Orders for equipment and consumables, coordinate shipping logistics, issue sales orders
• Forward inquiries from prospective customers and existing accounts to appropriate Sales Representatives
• Develop a deep level of understanding of Innovive products and services and how they are used by customers
• Represent Innovive during customer calls/meetings in a professional and courteous manner
• Communicate Customer demand changes of current and future forecast to Allocation Analysis for visibility
• Provide training to Customer Service team members and others as needed across the organization
• Promote cross-functional collaboration and training among team members
• Maintain training documents for all CS team members
• Ensure all quality standards are met and work with the quality department on internal audits
• Oversee the onboarding process of new team members
• Strive for continuous improvement programs, processes, and methods to improve quality, productivity and overall customer satisfaction
• Other duties as assigned
• This job description is not intended to be an exhaustive list of duties. Employees may be required to perform other related tasks as assigned to meet the ongoing needs of the organization.

● Qualifications & Skills

• Comfort with learning new concepts and computer skills; working knowledge of Microsoft Office, familiarity with CRM platforms (experience with NetSuite R/ preferred)
• Understanding of basic accounting principles
• Energetic, positive attitude and customer-focused mindset; demonstrated ability to pay attention to details in a fast-paced environment
• Passion for solving problems, ability to listen, to ask questions and to work with others
• Ability to maintain patience and grace under pressure
• High degree of integrity, exceptional work ethic
• Enjoy forming productive relationships with customers and team members
• Ability to motivate and train team members while maintaining a positive environment
• Skilled in communicating difficult situations with positive delivery to customers and teammates
• Ability to review processes and identify opportunities for improvement
• Experience driving change management
• Exceptional emotional intelligence, active listening, and conflict-resolution skills to navigate team pushback constructively

● Core Competencies:

• Collaboration & Innovation: Works effectively across teams and departments, fostering open communication. Values diverse perspectives and encourages creative problem-solving. Identifies opportunities for improvement and contributes to innovative solutions.
• Customer Focus: Approaches challenges with a solution-oriented mindset. Strives to deliver high-quality products and services that exceed customer expectations. Build and maintain strong, long-term relationships
• Change Leadership: Guide front-line staff through organizational transitions by identifying signs of resistance early and tailoring coaching to move team members toward acceptance and adoption

Education & Experience

• Min. 2 years of direct Supervision of staff members with a proven track record of successfully leading teams through system or process transitions
• Min. 4 years of front-line Customer Service, Customer Support in B2B environment, ideally in Life Science industry or another regulated environment

Work Conditions

Location & Travel: San Diego, CA onsite with minimal travel

Physical Demands: 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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for extended periods (much of work involves using a computer).
• Performing computer-based tasks (typing, using a mouse, and other computer-related activities).
• Lifting and moving objects weighing up to 25lbs.

Location: North Sioux City, SD

Compensation: $70-80k/year

Schedule: Monday- Friday

Benefits Offered: We offer excellent benefit packages and employee programs including paid time off, paid holidays, medical, dental, vision, life insurance, disability insurance, FSA or HSA, 401k with Company match, Mental Health Program or EAP, employee discounts, and a casual work environment with excellent career development opportunities. At Innovive, we understand that our success and continued growth wouldn't be possible without a dedicated, passionate, hardworking, and talented team. If you relish the challenge, thrive on finding solutions, and like being a part of a fast-growing company that helps make other people’s lives better, we would love to hear from you!

Equal Opportunity Statement

Innovive, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Innovive, LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Supervising: 2 years (Required)
• Customer Service: 4 years (Required)

Work Location: In person

Salary : $70,000 - $80,000