Sr. Manager, Customer Service Position Available In Union, New Jersey

Sr. Manager, Customer Service
Employer
CSL
Location
Summit, NJ
Start date
Jun 15, 2025
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Company
Job Details Job Summary The Customer Service Sr. Manager position will set strategic direction, priorities and goals for the functional area; educate team to ensure employees understand how routine functions, interactions and transactions support strategic objectives. This team works proactively in a fast-paced environment to provide exceptional customer experiences by assisting internal/external customers with the sales-order management process for influenza orders. The Sr. Manager position will be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience. Lead workforce planning efforts, management of staffing models and overtime, work cross-functionally, with a wide range of key stakeholders, to ensure orchestration of the contact center team’s interactions and transactions are accurate and timely. Additionally, this role will be expected to ensure that critical business practices are met by the contact center team, while achieving the best possible customer experience. Principal Accountabilities Provide leadership and support around the organization’s short and long-term strategic customer service roadmap
Coordinate with key internal and external stakeholders, including customers, sales, supply, distribution and operations, to ensure alignment of customer experience and order to cash initiatives and processes
Develop and deliver processes for the team that maintain strategic organization alignment
Maintain open communication to keep staff informed of department updates, critical business decisions and corporate messaging; direct updates to corresponding documentation or procedures as needed
Provide oversight for department processes to ensure adherence to regulatory requirements, corporate policy and industry standards
Manage, coach and support development of all team members
Communicate and monitor adherence to performance standards, addressing performance issues
Review escalated cases and provide remediation, including follow-up with customers and key stakeholders
Examine, analyze, develop and present a variety of operational performance measurement results, deriving insights regarding key performance indicators to inform on the business and voice of the customer
Manage fast-paced contact center team, with the ability to contribute meaningfully to data-driven process improvements
Manage several projects with multiple deliverables simultaneously
Industrious relationship builder undertaking and assisting with a variety of tasks associated to customer experience management including but not limited to, team readiness, collaboration with marketing/customer experience, eCommerce, and Customer Service Operations, US.
Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
Proactive monitoring of productivity and quality trends; addressing training opportunities
Participate in day-to-day activities to ensure customer expectations are met
Act as a thought leader; place emphasis and value on innovative solutions and calculated risks
Identify, develop and reward top talent while establishing a solid succession plan; build bench strength for critical roles
Ensure employee diversity and inclusion through hiring practices and work assignments
Perform specialized reporting, e.g. weekly/monthly reports, daily contact center reports, etc., that the customer or key partners requests
Ownership and follow through of workflows, exceptions and anomalies; ability to identify patterns and trends and offer proactive and practical solutions
Manage the Human Resource elements of the team for on-boarding, off-boarding of staff, training and development
And other job duties that may be assigned from time to time. Scope Employee will have responsibility over a group of contact center specialist focused on customer satisfaction and shipping season operationalization
Employee will be accountable for assuring accuracy of their group’s customer and key partner interactions and transactions
Employee will be accountable for understanding customer inquiry volume and voice of the customer comments/trends
Employee will oversee contact center specialist in assuring proper and accurate customer inquiry management
Employee will troubleshoot and address escalated customer related issues Impact/Influence/Liaison Employee will partner with senior leadership to set strategic direction for the business unit
Employee will generate and lead new projects and initiatives with emphasis on cost reduction, operational efficiency and service excellence
Employee will serve as a key member of concurrent, cross functional projects and strategic initiatives
Employee will act as a thought leader, place emphasis and value on innovative solutions and calculated risks
Employee will negotiate with peer groups to establish agile, creative solutions supporting strategic vision
Employee will manager resources across a broad spectrum of functions
Employee will inform on customer trends and provide resolutions to improve the customer experience Key Relationships Internal Finance

• invoicing, credit/debit issuance, credit allowance and product returns
  Distribution and Logistics team
• represent order status and availability to deliver/ship product to customer
  Demand
• aligning demand and supply outlook with customer needs
  Data Control
• assurance of customer account setups, pricing and contractual delivery terms
  Sales/Customer Service teams
• work directly with teams to address customer needs
  Marketing/Customer Experience
• assurance of customer messaging and strategic direction is adhered to External All customers
• all class of trades
  Third party vendors Decision Making Ability to conduct ongoing analysis of strengths, weaknesses, opportunities and threats, creating programs to drive service excellence
  Ability to derive decisions from data and facts taking into consideration upstream and downstream impacts
  Ability to clarify and deal decisively with issues that are in the grey zone Innovation Demonstrate intellectual curiosity, take calculated risks and exercise innovation
  Provides unique and efficient solutions to customer problems
  Identifies improvements order to cash management internally and with customers
  Develop communication strategies that support varying/changing customer interfaces and needs Knowledge, Skills & Competencies Previous experience in leading multifaceted teams, projects and programs working cross functionally, with a high level of demonstrated success
  Ability to achieve superior results though high performance and execution skills
  Able to diffuse difficult situations or conversations
  Empowers team to take ownership and accountability to meet strategic goals and objectives
  Coaches others to ensure high level of discretion; independent decision making with minimal assistance
  Analyse information to find appropriate solutions, weighing business risk
  Effectively communicate and collaborate with employees/partners at all levels of the organization
  Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
  Identifies patterns and trends and drive proactive and practical solutions
  Proficiency in MS Excel and SAP (6.

0 later preferred), EDI ordering and SAP account sale-order management experience preferred Minimum Requirements Bachelor’s degree or equivalent in business, communications or related discipline
5

• 7 years’ experience in customer service/customer experience or related field
  Demonstrated leadership/team building experience
  Ability to act in a complex and rapidly changing business environment, preferably 3 years
  Experience in regulated industry preferred Different qualifications or responsibilities may apply based on local legal and/or educational requirements.

Refer to local job documentation where applicable. Our Benefits CSL Seqirus employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL Seqirus offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL Seqirus has many benefits to help achieve your goals. Please take the time to review our benefits site to see what’s available to you as a CSL Seqirus employee. About CSL Seqirus CSL Seqirus is part of CSL Limited (

ASX:

CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus. We want CSL Seqirus to reflect the world around us As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL Seqirus. Do work that matters at CSL Seqirus! Watch our ‘On the Front Line’ video to learn more about CSL Seqirus Company CSL is a global biotechnology company with a dynamic portfolio of lifesaving medicines, including those that treat hemophilia and immune deficiencies, vaccines to prevent influenza, and therapies in iron deficiency and nephrology. Since our start in 1916, we have been driven by our promise to save lives using the latest technologies. Today, CSL

• including our three businesses, CSL Behring, CSL Seqirus and CSL Vifor
• provides lifesaving products to patients in more than 100 countries and employs 32,000 people.

Areas of Expertise We focus and demonstrate global leadership in three distinct areas—rare and serious diseases; influenza vaccines; and iron deficiency and nephrology. Rare & Serious Diseases CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Vaccines As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries. Iron Deficiency & Nephrology With our iron deficiency and iron deficiency anemia expertise in heart failure, kidney disease, gastroenterology or inflammatory bowel disease, patient blood management and women’s health, we help patients affected by these conditions to live better, healthier lives. Company info
Phone
610-878-4000
Location
1020 First Avenue
King of Prussia
Pennsylvania
19406
United States