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Customer Service Manager

Company: LightDeck Diagnostics
Location: Boulder
Posted on: April 8, 2021

Job Description:

LightDeck Diagnostics believes in a new approach to healthcare, where fast, accurate, simple, low-cost diagnostic tests will be run wherever and whenever they are needed, without compromise. Our proprietary LightDeck platform combines an advanced laser waveguide with novel materials and patented manufacturing techniques to deliver lab-quality results anywhere, in minutes. We are introducing a portfolio of in vitro diagnostic panels. The first are point-of-care tests for COVID-19. The LightDeck platform is currently commercialized in veterinary diagnostics and for environmental testing.

Job Duties

LightDeck is searching for Customer Service Manager. The Customer Service Manager will be responsible for establishing/running the department and maintaining the SalesForce.com database. He/she will handle incoming and outgoing calls from customers, professionals, shipments and pickups and deficiencies. Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers. Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers. Develops customer service department procedures. Liaises between customers and manufacturing, sales and accounting to resolve status, production, delivery and billing inquiries. May develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsibilities

This position reports to the Chief Marketing Officer.

  • Establish policies and procedures.
  • Define and drive metrics.
  • Develop and implement department structure.
  • Field incoming calls.
  • Manage SalesForce.com database to execute sales and marketing programs.
  • Work with shipping and logistics to ensure deliveries and pickups are as scheduled.
  • Carries out duties in compliance with established business policies.
  • Participate on special projects and assignments as needed.

    Skills And Experience

    Requirements
    • Minimum 5 years customer service experience in the diagnostic or medical device market.
    • Expertise with a CRM system (SalesForce.com preferred).
    • Ability to utilize superior LightDeck and competitive product knowledge, job knowledge and understanding of the industry.
    • Active Listening Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
    • Strong MS Office (Word, Excel, PowerPoint) skills required.
    • High degree of ethics and professionalism while interacting with customers and co-workers.
    • Ability to uphold and support individual and company values.
    • Education Bachelor's degree preferred.
    • 5+ years of experience as a Customer Service Manager/Lead within a Clinical/Biotech environment
    • Point-of-care experience preferred
    • Excellent verbal & written communication skills
    • Excellent phone etiquette
    • Strong people & organizational skills
    • Experience with CRM systems (ideally SalesForce.com), ERP systems (ideally NetSuite)
    • Drive and determination.
    • Ability to work in a fast-paced and dynamic environment.
    • A positive attitude demonstrated during company functions and public events to encourage team camaraderie and enthusiasm for growth in market share and revenue.
    • Self-starter
      • Driven to perform
      • Self-directed needs little explicit direction and no hand holding
      • Able to organize, prioritize, and delegate tasks to efficiently move projects forward. Qualifications
        • Education Bachelor's degree preferred.
        • 5+ years of experience as a Customer Service Manager/Lead within a Clinical/Biotech environment
        • Point-of-care experience preferred
        • Excellent verbal & written communication skills
        • Excellent phone etiquette
        • Strong people & organizational skills
        • Experience with CRM systems (ideally SalesForce.com), ERP systems (ideally NetSuite)

          Key Attributes
          • Drive and determination.
          • Ability to work in a fast-paced and dynamic environment.
          • A positive attitude demonstrated during company functions and public events to encourage team camaraderie and enthusiasm for growth in market share and revenue.
          • Self-starter
          • Able to organize, prioritize, and delegate tasks to efficiently move projects forward
            Applicant must have authorization to work in the U.S. Resumes must be accompanied by a cover letter explaining how the applicant meets the job requirements and desired skills. Please apply via Workable; or you may email a cover letter and resume to with applicant name and the job title listing in the subject line.

            No phone calls, please. Note no third-party recruiters will be enlisted for this search.

            LightDeck Diagnostics is an Equal Opportunity Employer committed to a culturally diverse workforce.

            Benefits

            Hiring salary for this position is $80,000 - $120,000 annually. Our organization of -90 people works on proprietary technology that has the potential to have a huge impact on the world (see recent press release on our website).Company benefits include medical, dental, vision, disability, simple IRA with company match, PTO, paid holidays, as well as a casual and collaborative work environment, office snacks and drinks. Located near Boulder's many bike trails, our employees often bike or walk to work. We are committed to work life balance, and seek to support our employees with professional development opportunities that expand their skills and abilities. Come join the MBio team today and make a difference!

Keywords: LightDeck Diagnostics, Boulder , Customer Service Manager, Executive , Boulder, Colorado

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