• Senior Manager, Customer Care

    Job Locations US-VA-Manassas
    Job ID
    Sales & Marketing
    Posted Date
  • Overview

    Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.  


    Leads the Customer Care team to maximize the Customer Experience. Provides leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Acts as a change agent; understands and reorganizes to provide Customer Support best practices, and partners with the commercial team in achieving organization objectives. Position manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Role works on issues where analysis of situations or data requires an in-depth knowledge or organizational objectives and implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results.


    This position must work and think independently, but also provide leadership and work as part of the team (both functionally and cross-functionally); duties of this position are to be completed under minimal guidance. Discretion in handling assigned responsibilities, including the ability to resolve problems and exercise good judgment while maintaining confidentiality. Erroneous decisions or failure to achieve results will impact goals of the organization and may jeopardize overall business activities. Functions are to be completed in a timely manner with acceptable quality.


    1. Develop business strategy and organizational structure to drive revenue, customer experience and other corporate goals.
    2. Lead the customer experience initiative; develops programs with marketing to measure and improve customer satisfaction including NPS and other metrics; coordinates cross-functional teams with operations and accounting and other departments required to maximize customer satisfaction.
    3. Provide efficient and productive use of personnel and technology to ensure a positive experience for customers, including international distributors.
    4. Develop best practices related to eProcurement, online order system, and all systems that create the transactional business.
    5. Establish contact center goals, metrics and priorities in line with company policies and industry standards for world-class customer service and measures performance against such indicators.
    6. Ensure that policies, procedures and work instructions are in place and compliant with corporate policy including ISO, as well as federal, state and international regulations.
    7. Establish formal training and coaching programs to ensure that staff are prepared to routinely serve customers, as well as deal with problems and issues that arise.
    8. Act as a key leader in the optimizing and ongoing maintenance and quality of the ERP enterprise system.
    9. Routinely conducts audits and reviews of call center activities; acts as a key stakeholder in the NPS program, seeking customer feedback on performance to optimize customer experience and promote continuous improvement.
    10. Supervise the preparation of routine reports and dashboards on contact center statistics and performance and communicates analysis to staff and management, as requested.
    11. Prepare annual departmental budgets including expenses and recommends capital improvements to systems and technology.
    12. Carry out management responsibilities in accordance with the organization’s policies and procedures; has authority either directly or through recommendations for employment decisions to include selection, training, performance evaluations, counseling, promotions and terminations.

    13. Recommend updates to pricing and shipping & handling fees based on regular review of industry practices and competitive data.

    14. Communicate regularly with Operations Management to ensure the availability of products and to fulfill orders according to corporate service targets.

    15. Plan and implement programs for Customer Service members working with sales and marketing to grow revenue and meet other corporate objectives.


    Education & Experience: 

    • BA or BS Degree from an accredited institute in a relevant discipline.
    • Minimum twelve (12) years of customer service experience, with at least four (4) years previous leadership of a Customer Service or Sales Operations initiative.

    Knowledge, Skills & Abilities:

    • Demonstrated ability to problem solve and possess advanced organizational and multi-tasking skills.
    • Previous experience working collaboratively and leading cross functional teams while working in a fast paced environment.
    • Working knowledge of ERP systems, Microsoft Office, CRM and procurement systems software.
    • Strong leadership and influencing skills, including the ability to motivate a diverse workforce and maximize the performance of others.
    • Demonstrated organizational skills, including the ability to maximize work flow and process.
    • Ability to assess and solve complex problems with sound business judgment.
    • Maintain high energy and tolerate stress.
    • Self-starter, motivated and takes initiative; strong interpersonal and problem-solving skills; able to work collaboratively with all levels of staff and external partners to resolve problems to maximize performance, creativity, problem solving and results.
    • Seek, learn, and apply new skills/knowledge to perform job responsibilities.
    • Attentive to detail with a high level of accuracy; exercise sound judgment and strong project management skills.
    • Resourceful, diplomatic and professional; deliver outstanding customer service while managing rapports; a can-do attitude and work style that supports teamwork, collaboration and positive relationships.
    • Adaptable; be able to shift priorities and focus as departmental and/or business demands change including, but not limited to early/late hours and/or weekend hours.
    • Strong analytical skills and organized; completes tasks ahead of schedule.
    • Excellent written and verbal communication skills, including excellent listening skills and presentation skills to communicate clearly, concisely and effectively.
    • Follow all company safety practices, Standard Operating Procedures (SOP’s) and policies.

    ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.



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