Manager, Customer Service
The Manager, Customer Experience, is responsible for ensuring proactive, high-touch service from implementation through the life of the partnership for all of Safecor Health’s customer. This role leads Safecor Health’s customer-facing support team and will leverage data, discipline of process, and consistent and proactive communication to evolve and transform the organization’s approach to its customer support experience.
The Manager, Customer Experience, will also develop processes and procedures, manage and maintain the customer portal, lead key projects, manage and maintain accurate customer data, and resolve escalated customer needs.
RESPONSIBILITIES
- Manages and supports the Customer Experience team.
- Monitors customer portal inquiries and ensures timely response and acts as the point person for escalated customer concerns.
- Drives proactive and well-documented communications for all customer interactions.
- Partners across the organization on key projects regarding customer experience.
- Monitors and drives KPIs to ensure an outstanding customer experience.
- Communicates and support new services as they are introduced to customers.
- Works with the Operations team to determine lead times and order prioritization.
- Ensures that all customer data is loaded, monitored, and maintained within various databases, including packaging modes, data label requirements, and customer preferences.
- Supports all other functions and business goals as needed to meet company objectives.
- Acts as a strategic cross-functional partner, collaborating with Operations, Sales, IT, Quality, Regulatory, Finance, and other business functions to improve processes, resolve complex customer issues, and ensure exceptional customer experience.
- Balances customer expectations with operational capabilities and business priorities to support sustainable growth and long-term customer success.