Customer Service Manager

Supervises N/A Summary The Customer Service Manager contributes to meeting Langham’s goals of exceptional customer service, quality, process improvement, and profitability by assisting customers with their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers’ pickups and deliveries are completed as required. The Customer Service Manager works cross-functionally with Dispatch, Tracking, Quality and Customers to provide exceptional support of Langham CORE and Life Science transportation services. The Customer Service Manager is instrumental in establishing effective relationships with internal and external stakeholders and concise and efficient communications in a fast-paced and quality-focused environment. The Customer Service Manager works closely with the Director of Operations establishing and implementing annual benchmark goals for the functional department. The Customer Service Manager is instrumental in establishing, implementing, and monitoring all policies regarding the activities and outcomes of all departments under his/her purview. The Customer Service Manager is responsible for the effective development of employees in the domestic and international functional areas contributing to company goals of career personal and professional development. NOTE: This position as well as all positions within operations are expected to assist all other functions within operations during times of capacity shortages, business growth or customer peaks in demand. Evaluation of performance Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to specifications, policies, procedures, and standards established by Langham Logistics; working effectively in a team environment; and providing a high level of internal and external customer service. Performance metrics Performance metrics for this position will be established annually and based on but not limited to meeting project timelines, employee development and customer satisfaction. Page Break Key outcomes expected ASSIGNED ACCOUNTS: Act as the primary conduit for communications regarding Life Science transportation between Langham Transportation Operations, LLSS Operations, Quality, and the customer to ensure 100% on-time and accurate fulfilment of transportation services for customers. Responsible for ensuring all parties are aware of transportation schedules and changes affecting the network and, specifically, customer expectations on quality and service. Lead the resolution of complex customer requests or complaints on an as-needed basis. Assumes a leadership position for bridging technical and evolving communications between internal and external customers; Langham operations; sales and quality and other support organizations with the overall objective of delighting our customers. Participate in all projects, RFPs, and special requests from client regarding GMP transportation. Ensure all SOPs are written, reviewed, approved, and maintained in accordance with LLSS policies and procedures and provide training to all affected personnel. Provide insights on expanded opportunities for transportation services as determined through ongoing support of the account and communication with the client(s). Maintain 24/7 support for customer through partnerships with Langham Transportation Operations and carriers. Manage ongoing account maintenance to ensure appropriate resources are being allocated to support of the business for current and future growth. Perform secondary audit on all invoices and provide support for both Langham and Amgen accounting groups, as required. De-escalate problems and provide solutions / resolve that create customer satisfaction. Manage and demonstrate expertise on the Langham/Amgen portal to include a proficiency commensurate with the ability to train others. Work closely w…

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