Associate Director, Global Customer Experience-Life Sciences

Santa Ana, CA - USA

Yearly Salary: $ 104300 - 147600

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

Position Overview

Position Description

We are hiring an Associate Director Global Customer Experience- Life Sciences. The Associate Director Global Customer Experience- Life Sciences will drive excellence and innovationin enhancing Customer Experience bydevelopingand maintaininganefficient organized error-free and responsive customerexperience teamdepartment andassureexistingand potential customers receivethe bestqualityexperience.

Company Overview

At FUJIFILM Biosciences we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media discovery research reagents recombinant growth factors and proteins fine chemicals and critical assay materials we partner with the brightest minds in biotech and pharma to tackle the worlds biggest health challenges.

Imagine being part of a team that enables life-changing discoveries like new vaccines therapies and advancements in regenerative medicine. Our culture fosters curiosity collaboration and innovation and we pride ourselves on delivering unparalleled quality and service to our partners. If youre ready to make an impact your future belongs with us at FUJIFILM Biosciences.

Our headquarters in Santa Ana California is surrounded by world-class schools lush parks and scenic beaches like Laguna and Huntington making it an ideal place to live work and explore. With additional campuses across the US Europe China and Japan we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70000 employees across four key business segments of healthcare electronics business innovation and imaging. We are guided and united by our Group Purpose of giving our world more smiles. Visit: Description

Responsibilities:

Leads global strategyonimplementinga decentralized model to drivepositivecustomer experiencethat is uniquelytailoredto theneeds ofourlocal/regional customers.
Develop and implement solutions for customer challenges while performingthoroughanalysisofthesituation or datatrends.
Manages team of regional customer experience specialists that work closely with sales product managementFASand CXTto support regional customers.
Deliver and present objectively driven monthly reports and statistics on trending activities and customer service metrics such as but not limited to orders volume TATs order accuracy rates and Net Promoter Score index.
Demonstrates criticaldecision-makingskills and good judgment in all areas of processes and operational policies in selecting methods and techniques for obtaining solutions.
Develops promotesand executesa sound customer service strategythat targets insidesales effortsdriven by Regional Customer Experience Specialists.
Collaborate with internal departments to address customer needs.
Oversees the Order Entry group to ensure accurate and timely processing of customer orders and the building and maintenance of strong relationships with senior level decision makers internal departments and externalcustomers.
Managesand coordinatesquote pricing and electronic data interchange (EDI) processes to streamline operations.
Monitors departmentalperformance andimplements procedures within responsibilitiesfor excellent service better efficiency cost reductionand striveto become a service differentiator in the industry.
Analyzes and interpretscurrent business practices for improvement.
Establish Customer Service SOPs DTIs and Training materials for customerservice-relatedfunctions across all locations sites and subsidiaries.
Hireandsupporttraining plansforcustomerexperiencepersonnel.
Approvesappropriate credits and replacements within established guidelines.

Required Skills/Education:

Bachelors degree in businessor related field; High School Diploma or equivalent combination of education and experience.
8-10 years of related experience including experience managing direct and indirect reports.
Experience in life science biopharma or related industry preferred.
Experience managingglobal customer serviceoperations in a multi-site multinationalmanufacturing environment.
Direct experiencein implementing aglobal customerexperience strategy and personnel preferably in the Biotech/Life Sciences Industry
Experience with Inside Sales and business process improvements.
Experience with supply chain QA and Regulatory requirements
High level organizationalskills withregardstodetailsplanning preparation execution&follow up
Strong leadership presentation communication and interpersonal skills.
High-level ofpeople skills and business acumen
Experience using business systems such as ERP Sales Force Service Management Systems Power BI Tools.
Able to be flexible and meet short deadlines.
Ability to speak read and write in English.
Good verbal and written communication skills; effective presentation skills.

Salary and Benefits:

For California the base salary range for this position is $104300- $147600 annually. Compensation for the successful candidate will depend on various factors (e.g. qualifications education prior experience location etc.).
Medical Dental Vision
Life Insurance
401k
Paid Time Off

*#LI-hybrid

EEO Information

Fujifilm is committedto providing equal opportunities in hiring promotion and advancement compensation benefits and training regardless of nationality age gender sexual orientation or gender identity race ethnicity religion political creed ideology national or social origin disability veteran status etc.

ADA Information

If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to our HR Department ().

Required Experience:

Director

Position OverviewPosition Description We are hiring an Associate Director Global Customer Experience- Life Sciences. The Associate Director Global Customer Experience- Life Sciences will drive excellence and innovationin enhancing Customer Experience bydevelopingand maintaininganefficient organized ...