Job description

Helmer Scientific designs, integrates, manufactures, markets, and distributes specialized medical and laboratory equipment to clinical and life science customers in over 125 countries.

At Helmer:

• We offer competitive salary and benefits
• We offer a positive team environment
• We offer an opportunity to fulfill potential by performing meaningful and rewarding work
• We are committed to serving customers, team members and the world community

Are you ready to join us and make a difference? We have a career opportunity for a Global Customer Service Manager to join our team!

Responsibilities

The Global Customer Service Manager:

Manages the global customer service team, overseeing day to day operations and strategic direction of the team ensuring that departmental goals are met while maintaining high quality service. Creates, establishes and manages procedures and policies governing customer orders, shipments and inquiries. Leads and participates within cross-functional teams seeking continuous improvements. Leads, develops and provides guidance to the customer service team for day-to-day operations, acts as an escalation point for customer service-related problems and successes leading to resolution. Provides support including order entry and assistance, product knowledge support, system support, process, internal and external communications, prioritization and varying degrees of troubleshooting assistance to team members and customers alike. Understands regulatory requirements related to shipping Helmer products and can support team and customers to ensure that all shipments are compliant.

Essential Functions:

• Serves as role model for Helmer values by maintaining positive internal/external relationships; embracing and valuing diversity in all forms and exhibiting DEI leadership competencies; promoting individual growth and development; and demonstrating a commitment to excellence in the achievement of company goals/objectives
• Promotes Helmer values as demonstrated in personal productivity and quality of work, management of internal/external relationships, and willingness to engage and support team initiatives.
• Enforce, promote and comply with workplace safety procedures.
• Support diversity, equity, and inclusion initiatives aligned with Helmer’s vision and cultural aspirations.
• Provides leadership, coaching, training, feedback and development opportunities to direct reports relating to customer service activities including problem solving, troubleshooting, systems, conflict resolution, communication and customer relations. Defines expectations, monitors and evaluates performance, appropriately rewards and holds team members accountable. Develops, plans and implements departmental activities for engagement and improvement of employee morale. Fosters teamwork environment.
• Identifies areas of operation inefficiency and provide solutions to improve processes to increase efficiency, effectiveness, and overall quality of customer service. Provide project management support for implementation of process improvements and updates including the analysis and redesign of processes and systems, effective communication of changes and establishment of metrics to monitor progress to ensure results are achieved.
• Responsible for modifying and monitoring all procedures and policies governing customer correspondence. Policies include order processing, collection support, service order processing. Creates policies that align with strategic objectives and positively impact customer satisfaction and financial stability.
• Serves as the point person, representing the needs of the customer service team on cross functional project teams, new product development teams, and business partnerships.
• Contributes to the creation and execution of the Customer Service Strategic Plan, working with the Director of Sales Operation and Customer Support to create and achieve departmental objectives. Identifies team and individual goals; prepares, communicates, and tracks action plans; measures results.
• Meets customer service financial objectives by forecasting requirements, providing input on annual budget and managing overtime.
• Maintains working knowledge of regulations applicable to shipping Helmer products both domestically and overseas ensuring that these are followed by the customer service representatives helping with coordination of shipments.

Qualifications

Relative Work Experience: 7+ years related work experience (call center, customer service, sales). 1-3 years leadership experience required.

Education: Bachelor’s degree in Business, Marketing or related area.

Certifications / Licenses: None required.

Computer Systems / Software: Proficient in Microsoft Office Suite, ERP and CRM.

Key Competencies:

• DEI Commitment: Commit to diversity and inclusion because these objectives align with personal values and belief in the business case
• DEI Courage: Speak up and challenge the status quo, be humble about personal strengths and weaknesses
• DEI Collaboration: Empower individuals as well as create, and leverage the thinking of, diverse groups
• DEI Cognizance of Bias: Be mindful of personal and organizational blind spots and self-regulate to help ensure “fair play”
• DEI Curiosity: Have an open mindset, a desire to understand how others view and experience the world, and a tolerance for ambiguity
• DEI Cultural Intelligence: Be confident and effective in cross-cultural interactions
• Ability to promote collaboration and teamwork inside/outside the department to reach common goals; open to and solicits diverse views and opinions from others; breaks down barriers to builds consensus.
• Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipates and provides solutions to customer needs; gives high priority to customer satisfaction.
• Ability to actively partner with co-workers to provide them with pertinent information, techniques, instruction, feedback and encouragement to maximize their success on the job.
• Ability to promote and identify process improvements in the work environment, actively seeking to make things better.

If you don’t meet the minimum requirements we’ve listed, but still think you are qualified for the job, you are welcome to apply for consideration.

As an EEO/AA Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, ancestry, disability status, sexual orientation, gender identity, genetic information, veteran status or any other protected characteristic.

Helmer is committed to creating a diverse, equitable, and inclusive workplace in which we respect and celebrate each person.

Job Type: Full-time

Pay: $78,000.00 - $90,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Noblesville, IN 46060: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• call center, customer service, sales: 7 years (Required)
• Leadership: 1 year (Required)
• ERP/CRM: 1 year (Preferred)

Work Location: Hybrid remote in Noblesville, IN 46060

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