Customer Success Supervisor

Job Title

Customer Success Supervisor

Location(s)

San Diego - BioLegend

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists researchers and clinicians solve the worlds greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11000 colleagues from around the globe are vital to our success and the reason were able to push boundaries in pursuit of better human health.

Find your future at Revvity

BioLegend is looking for a Customer Success Supervisor who plays a key role in leading our Special Teams and building a truly customer-centric this role youll champion an exceptional experience for our VIP customers by developing and executing effective account management processes. Youll ensure world-class service by combining a deep understanding of customer needs with strong knowledge of our products mission and values.

Youll also support hiring coach and motivate team members and help solve day-to-day challenges to achieve our Customer Care goals. If youre passionate about elevating the customer experience and inspiring high-performing teams wed love to meet you.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide leadership and employee development for assigned Special Team by supporting coaching motivating and developing associates at every opportunity to deliver ongoing team success.
• Champion the Companys mission and values within the department to inspire and empower team to meet and exceed their potential
• Compile analyze and deliver associate performance data and scorecards monthly and make recommendations for improvement or disciplinary actions when necessary.
• Deliver real time constructive feedback and coaching to help improve individual and team performance to meet established goals with a focus on timely order processing and customer responses.
• Monitor team performance and confirm delivery of Legendary service in every interaction through call / email monitoring scoring and feedback sessions to ensure high quality service interactions.
• Support the execution of the Customer Care department strategic plan which includes contributing to the successful implementation of new account structures proactive outreach voice of the customer data collection and development of new KPIs (Key Performance Indicators).
• Conduct quarterly business meetings for the Special Teams function and VIP accounts. Deliver quarterly report out.
• Define and develop training programs and playbooks to deliver Legendary service for assigned functions.
• Drive continuous improvement by utilizing Operational Excellence tools and techniques to ensure efficient department operations.
• Led innovation through regular review workflows to identify process and system improvements to enhance the teams productivity and service to our customers.
• Support the implementation of a new ERP (Enterprise Resource Planning) System by testing and executing readiness actions.
• Foster and promote an environment of exceptional Legendary customer service to internal and external customers by delivering monthly trainings to associates.
• Effectively manage and resolve escalated customer inquiries to achieve the best possible outcome balancing the customer and business dimensions.
• Collaborate with cross functional leaders across organization to increase service levels by solving customer related problems and uncovering new service opportunities.
• Engage in succession planning; review and make recommendations on staff requirements to support ongoing employee development.
• Execute timely and constructive annual performance evaluations.
• Facilitate team meetings utilizing Team Leadership skills.
• Execute onboarding and training of new team members and provide retraining of current team as needed.
• Other projects duties or responsibilities assigned as needed.

Minimum Qualifications Education and Experience

Preferred Qualifications Education and Experience

Work Environment & Physical Demands - Office

While performing the duties of this job the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to use hands and fingers to handle feel or operate objects tools or controls and reach with hands and arms. The employee is frequently required to stand talk and hear.

The base salary range for this full-time position is $75000-$85000 / year . This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity work location and additional factors including job-related skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses equity or other benefits which may be applicable and are dependent on the level and position offered.

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What do we offer

We provide competitive and comprehensive benefits to our are some highlights of our benefits :

Medical Dental and Vision Insurance Options

Life and Disability Insurance

Paid Time-Off

Parental Benefits

Compassionate Care Leave

401k with Company Match

Employee Stock Purchase Plan

Learn more about Revvitys benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal state and / or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the abilityor unable to usethe online application system and need an alternative method for applying you may contact .

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 75000 - 85000