Customer Service Manager

TL;DR

Customer Service Manager (Customer Support): Managing the customer service team to ensure timely and effective fulfillment of requests with an accent on quality monitoring and cross-functional collaboration. Focus on optimizing call volume, implementing efficiency processes, and overseeing order processing for North America and Latin America.

Location: On-site in Camarillo, CA, US

Salary: Up to $100,000 base salary

Company

hirify.global provides rapid microbiology diagnostic tests and solutions for food safety and global health.

What you will do

• Coach and provide feedback to the customer service team to ensure timely and effective request fulfillment.
• Collaborate with Sales, Shipping, Accounting, R&D, and Quality departments to resolve customer issues and escalate technical problems.
• Manage call volumes and schedules across all channels, including e-commerce, to ensure adequate coverage.
• Handle escalated customer inquiries and provide technical help related to products and software.
• Oversee the processing of customer orders for the US and Canada, as well as distributor orders for Latin America.
• Drive special projects to improve service capacity, efficiency, and compliance.

Requirements

• Bachelor’s Degree and 3-5 years of related customer support experience.
• Minimum of 3 years of supervisory experience managing direct reports.
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat.
• Experience with customer database software, such as MS Navision.
• Must be able to work on-site in Camarillo, CA.

Culture & Benefits

• 15 days of PTO and 10 paid company holidays.
• Medical insurance with HSA employer contribution, plus Dental and Vision.
• Company paid Life Insurance, Short and Long-Term Disability, and an Employee Assistance Program.
• 401(k) with Safe Harbor and Profit-Sharing employer contributions.
• Tuition Reimbursement program and Charitable Contribution matching.
• Employee Referral bonus opportunities.