Associate Director, Customer Service

Directs and oversees all aspects of the customer services policies, objectives, and initiatives.  Develops service level standards focused on reducing response times and providing high customer satisfaction.  Establishes policies and procedures that produce high quality customer service delivery and that reflects the industry best practices.  Implements systems to capture and report on service metrics, including activities and initiative to support that enhance the objectives of the organization.  Responsible to ensure that exceptional customer service is delivered to our customers, in compliance with regulatory requirements

This is a hybrid role based from our Corporate office in the Castleton area of Indianapolis.

• Develop and implement efficient processes and procedures to enhance operational efficiency and elevate the customer experience.
• Monitor key performance metrics and implement corrective actions as necessary to meet service level targets.
• Evaluate and assign resources as needed to support business growth strategy, peaks in seasonal customer activity, targeted sales campaigns and initiatives.
• Implement programs to increase customer service levels while seeking opportunities to improve cost efficiencies.
• Analyze data to identify trends, root causes, and opportunities for process enhancement.
• Maintain in-depth working knowledge of Research Models and Services products and processes.
• Anticipate key issues and informational needs and be prepared to discuss ongoing performance and key projects.
• Drive operational excellence and ensure best practice is implemented effectively.
• Proactively foster positive partnerships with critical business partners: Transportation, Finance, Quality, Sales, Legal
• Establish a strong relationship and collaborate with the VP- Commercial Excellence based on strong commercial acumen, knowledge of the company’s business, strategy, plans and performance.
• Ensure the utilization and compliance with ISO SOP’s and work instructions relative to Customer Service
• Plan, organize, staff, delegate and control the overall day-to-day operations of the North American Customer Service organization.
• Develop and motivate a Customer Service team in which quality, depth and creativeness assures excellent customer satisfaction.
• Actively manage customer escalations and collaborate with internal departments to bring issues to closure.
• Provide leadership and coaching that fosters an environment of problem solving, improved business practices and attracts and retains superior talent.
• Support, train, develop, coach, and mentor team members  for success
• Provide clear objectives and expectations for the department.
• Support Team Leaders to meet department and Corporate Goals
• Manage individual performance of team members and perform annual reviews and evaluations of team members
• Assist in interviewing, hiring, and on boarding of new employees.
• Other duties and responsibilities as assigned

Competencies

• Working knowledge of business-related processes, procedures, terminology and compliance
• Analytical thinker with the ability to understand problems and recommend appropriate solutions
• Understand business needs from multiple points of view
• Excellent verbal and written communication skills
• Ability to prioritize and handle multiple projects, often under tight time constraints.
• Effectively work with peers, leadership, and stakeholders in a productive collaborative environment
• Ability to understand and comply with confidentiality, privacy rules, protect company property and confidential information
• Negotiation: Effectively resolving conflicts and finding mutually beneficial solutions.
• Analytical Thinking: Using data to make informed decisions and improve processes
• Team Building: Fostering a collaborative and supportive team environment2
• Results Driven. Internal drive toward action to efficiently, timely, and accurately achieve results.
• Actively supports and contributes to the success of the team.
• Relationship Builder. Develops, maintains, and strengthens strong partnerships with others
• Critical Thinking and Problem Solving. Able to identify and separate out the key components of problems and situations.
• Improvement Driven. Inspires and generates new solutions and approaches to issues and challenges to maximize efficiency and effectiveness

Minimum Requirements

• Minimum five (5) years’ experience in Customer Service
• Minimum five (5) years’ experience in a Leadership Role
• Education: BA/BS Degree or equivalent experience
• Skills: Ex: Advanced Microsoft Excel, PP, Access
• Proficiency in Salesforce or similar CRM systems for case management and ERP system for order management

Preferences

• Master’s degree in business administration or related field preferred

 Physical Requirements

• Ability to push, pull, lift 15 pounds unassisted.
• Fine manipulation including handle touch object or tools and ability to handled controls to perform work.
• Ability to read, interpret materials, verbally communicate, and hear required.
• Must be able to read, write, and communicate in English

*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.

Inotiv has been named a 2023 Top Workplace!

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.

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