Supervisor, Customer Service

This job contributes to organizational success by:

• Mentor new hire and ongoing training of Customer Service Associates & Field Specialists. This includes training on policies and procedures, program changes, and skills training.

• Provide regular call monitoring to ensure excellent Customer Service is provided at all times.

• Assisting with scheduling the workload across the team to hit timelines in accordance with the Company & our clients requirements.

• Overseeing customer inquiries, verify pricing, and resolve issues by maintaining excellent communication with production sites, team members, customers, and transportation.

• Assist staff with problem solving, perform research as needed, act as a resource by accurately answering questions and concerns relating to Customer Service matters.

• Handling escalations by resolving internal and external customer concerns.

• Openly and appropriately communicate, departmental, and employee issues to appropriate management staff

• Manage process of credits and replacement orders

• Handle calls during periods of high volume or when calls are holding in queue, to ensure achievement of service and efficiency goals.

• Summarizing monthly reports

• Understand and adhere to all applicable ISO SOPs, work instructions and company policies.

• Perform other duties as assigned

Job Requirements:

• 2 year degree required (4 yr. preferred) degree in science-related field or 4+ years of scientific/technical based customer service experience preferably with knowledge of biology, genetics, cell biology, and animal science or an equivalent combination of education and experience.

• Demonstrate detailed product-line knowledge, including genetics and strains to help answer customer questions, advise most suitable product, and process orders to meet research needs

• Solid verbal and written communication skills

• Advanced proficiency with computers, phone systems, and databases (including Excel, Word, Outlook, JDE, Cognos, In contact, and Trackwise)

• Excellent verbal and written communication skills including attention to order details in all communications

• Accurate data entry skills including proficiency with numerical keypad, 40-60 wpm on computer

• Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements

Standards of Performance

• Even distribution of team members' duties to ensure accuracy, completeness, and timeliness of processes which includes: team member calls, turnover, attainment of goals and objectives.

• Accurate and prompt completion of all orders.

• Less than .15% error rate on order entry and processing of all orders for the Team.

• Reasonable response time or acknowledgement of email or voicemail request based on guidelines set by your Manager.

Work Schedule:

• Full-time position works, on average 40 hours per week during a normal week unless there is a business dictates otherwise.

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*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.

Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.

Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.