Customer Service Manager

Company Profile Yourgene Health is an international molecular diagnostics group which develops and commercialises genetic products and services. The group works in partnership with global leaders in DNA technology to advance diagnostic science. Our product development, research service and commercial capabilities extend across the lifecycle of DNA test development including regulatory submissions. Yourgene Health’s first commercialised products are non-invasive prenatal tests (NIPT) for Down’s syndrome and other genetic disorders, targeting a share of an emerging billion-dollar global market. Our commercial footprint is already established in the UK, Europe, the Middle East, Africa and Asia. Through our technical expertise and partnerships, Yourgene Health is aiming to extend its genetic testing offering into complementary areas of reproductive health and oncology. Why Join Us? At Yourgene Health we pride ourselves in our culture and performance of our people. We live by our values and behaviours. We set annual global business goals which cascade down to departmental goals and individual employee goals to support the performance of not just the business but our employees who contribute towards our success. We are a global business with locations in Manchester, Taipei, India, Singapore and most recently the US. Job Title: Customer Service Manager Reports to: Chief Operations Officer Description of role: Management of Customer Service Team (CST) to ensure Yourgene Health customers always receive ‘world class’ customer service, thereby increasing customer satisfaction, loyalty and revenue. Overall responsibility: Key areas of responsibility: To deliver a level of service to our customers that ensures they feel valued and appreciated and continue to work with Yourgene Manage and motivate a CST, ensuring KPIs are met and customer service vision and standards are always upheld Ensure IONA customers in EMEA and APAC are onboarded successfully by maintaining the prospect tracker and following up with relevant departments to ensure progress and completion of milestones (i.e. regulations, New Account Opening Forms, travel forms) Manage customer contract and quotation process, including issue of new quotations, contracts, non-disclosure agreements and contract amendments, ensuring all contracts and quotations are created and amended in accordance with standard operating procedures (SOPs) and business needs Ensure that all Elucigene sales orders processes are completed in accordance with SOPs, and that back-up support for order despatch can be provided Report weekly to wider business on progress of TSO leads and new accounts at UK S&OP meeting Contribute to sales objectives by forecasting TSO accounts and monitoring install accounts Manage and delegate escalated customer complaints where appropriate, following Yourgene’s SOP. For technical customer complaints, ensure the customer is kept up-to-date on progress and resolution, and that any interim measures are put in place during resolution process. Provide regular updates to senior management on department progress and TSO KPIs Oversee weekly billing process for TSO samples, and resolve any queries with Finance Completion of ‘Can Do’ process for CST Oversee all aspects of the customer service experience to troubleshoot processes and procedures, and make improvements to customer service[HJ1] quality Ensure customer relationship management system (CRM) is fit-for-purpose and accurate, maintained regularly by CST and wider Yourgene team as applicable Provide training to CST and any other relevant departments on handling sensitive or difficult customer service issues. Create and maintain any customer service, order processing and contract related SOPs Maintain awareness of product portfolio, and any changes that will impact on customers and customer service processes Commitment to improving customer service and management skills on a regular basis Travel within the UK and internationally may be required Consults with: Yourgene Health Commercial Team Premaitha Laboratory Services Manager Other Yourgene Health functions (e.g. Quality, Operations, Development, Finance, Culture and Performance, Supply Chain) External consultants appointed by Yourgene Health Customers, distributors and agents of Yourgene Health Supervisory/Management Responsibilities: Customer Service Team Qualifications, Skills and Abilities Extensive experience in a variety of customer service positions. Experience in managing and motivating a CST. Experience of working in a commercial role in a molecular diagnostic company. Experience of, and confidence in, working with complex Data Management Systems. Outstanding written communication skills, and capacity for ‘active listening. Proven ability to communicate and network through organisation. Ability to work collaboratively on major projects with the wider team, taking responsibility for delivering key tasks and taking the overall lead on delivery. Enthusiasm, drive, thoroughness, diligence and a willingness to take personal responsibility to ensure that projects are successful. Excellent organisational skills and an ability to work to tight timelines. Good IT skills, including Microsoft Office suites. Flexibility to travel within UK and internationally where required. Benefits: Private Health Care 5 x Death in Service Discretionary Bonus 25 Days Holiday plus 8 Bank Holidays which increases by one day each years up to a maximum of three years 1 Additional Days holiday for your birthday, to be taken in the week of your celebration As an employee’s time in service and accountability increases, as do the benefits. Should this be applicable this would be discussed at interview. Our Values Teamwork Trust Integrity Commitment Achievement Recognition Our Behaviours Constructive challenge No phones/Laptops in meetings Be on time Provide feedback Be prepared Be honest Be engaged One conversation Be sharp Be committed Be aware