Do you want to contribute to a larger purpose to save the lives of infants in the NICU? This is Prolacta Bioscience’s mission! Take a look at this opportunity with our Sales and Marketing team, which is seeking a passionate individual, to fill the role of our Manager, Customer Service.

The Customer Service Manager will oversee, manage, and direct the activities of the Customer Care Department, including the direct supervision of a team of account managers globally. The ideal candidate will have a combination of leadership experience and experience in developing and implementing processes and Standard Operating Procedures to drive departmental standards for all countries. This position will establish customer service key performance indicators and metrics and ensure that these metrics are met. This position will have responsibilities for evaluating customer service capacity and for training, coaching, and mentoring. This position is also responsible for high-level trouble shooting, helping solve customer issues and working closely with operations and accounting management to improve processes. This role will work very closely with sales management and the North America and International field sales team to provide optimal account management and provide reporting and sales analytics to ensure sales growth. This position will also assist our marketing efforts by providing customer insights to help with product forecasting and product enhancements. To analyze the functionality of the Customer Care Service Department, this position will also be required to share in the day-to-day customer service responsibilities for a portion of time during the workweek. This position offers a significant opportunity to drive key business initiatives to support the company’s rapid growth. Most importantly, it has a direct impact on ensuring that Prolacta provides the highest quality of care to its customers and patients. This position will be based at the company headquarters/working remotely will be considered.

Who Is Prolacta Bioscience?

We give babies a brighter future by unlocking the biological power of human milk. Established in 1999, Prolacta Bioscience is a privately held life sciences company that has touched the lives of more than 90,000 premature infants globally. Prolacta is the world’s leading hospital provider of 100% human milk–based nutritional products. Based in Southern California, we employ more than 300 people globally, many of whom have dedicated their lives to neonatal care.

For more information, please visit www.prolacta.com

How You Will Contribute

This role will provide you with the opportunity to contribute to the growth of our organization and develop your professional skills by…

Provide coaching and guidance in regard to the quality of client interactions and daily operations while assessing the resources and staff needs for your team.
Implement strategies and plans for the team while adjusting processes to meet overall company objectives as directed by senior leadership.
Will be the point of contact for cross-functional partners, and effectively communicate at all levels within different teams such as accounting, supply chain, IT, and sales.
Manage the Customer Service Team and make recommendations regarding hiring, advancement, promotion, and other employment-related decisions pertaining to the department.

Other Duties And Responsibilities

Collaborate with peers, horizontal, and cross functional partners on support and process best practices.
Analyze data trends and develop action plans to manage departmental challenges while communicating with leadership and cross-functional partners.
Supporting the organization strategically and operationally, including high level training.
Isolate and identify areas of improvement and develop and implement process improvements to increase productivity and efficiency of the department.
Perform daily coaching of team members for productivity and performance and ensuring an excellent customer experience.
Provide feedback to Cross-functional Leadership regarding necessary changes and updates including policies, strategies, and customer care issues.
Analyze available metrics, reports, and other information to identify trends and needs, communicating recommendations back to Cross-functional Leaders.
Providing exceptional performance management to ensure team and individuals are meeting goals.
Establish key performance indicators and metrics and utilize those metrics to drive results.
Develop and update performance standards and procedure manuals.
Provide support for our field personnel including our Clinical Sales Specialists, Economic Reimbursement Directors, and Regional Business Directors.
Contribute to order entry and inside sales activities.

What You Bring To The Role

Requirements:

Bachelor’s or master’s degree, plus 5+ years of experience
3-5 years direct managerial/supervisory experience in a global customer service setting required.
Experience working with products that are prescribed and sold to hospitals preferred but not required.
Experience working with freight companies (e.g., Fed Ex) a plus.

Qualifications:

Excellent verbal and written communication skills.
Proven problem solving and analytical skills
Strong understanding of metrics and proven ability in utilizing metrics to drive success.
Excellent interpersonal skills; must be able to work well across functions and with all levels in the organization.
Experience managing a team.
Strong in Excel, Word, and PowerPoint
Experience with SYSPRO and SalesForce systems preferred but not required.
Must be able to multi-task and work in a fast-paced environment.

How Prolacta Benefits You

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From up to 100% healthcare coverageng on your first day, to discretionary stock options and 401(k) match, we value our employees’ health and financial wellbeing. We offer four weeks PTO during your first year of employment and support our new parents with a generous time-off program. We encourage employees to participate in our employee affinity groups, take volunteer time off, and provide access to different educational opportunities.

What Else Do You Need To Know

Location: Eastern time zone preferred.

Schedule: 8am – 5pm

Travel: 20%

FLSA: Exempt

Hiring Range: $100,000 - $110,000 plus commission and bonus

Depending on your residential location certain laws might regulate the way Prolacta manages applicant data. California Residents, please review our Privacy Notice for California Employees and Job Applicants for further information, this can be found on Prolacta.com on www.prolacta.com . By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Physical Requirements

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

While performing the duties of this job, the employee is regularly required to effectively communicate (e.g., talking/ hearing), walk, sit, use hands and fingers to handle, feel and reach things. The employee is occasionally required to taste, smell, stoop, kneel, crouch or crawl. Employee will frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus. Sedentary to light work; repetitive motions; pushing; pulling; visual acuity to prepare and analyze data and figures, transcribe, view a computer terminal.

EEO Statement

“Prolacta Bioscience, Inc. is an Equal Employment Opportunity Employer.” Prolacta Bioscience, Inc. is committed to a proactive program of affirmative action and diversity development. The Company will continue to recruit, hire, train, and promote into all job levels without regard to race, religion, gender, marital status, familial status, national origin, age, mental or physical disability, sexual orientation, gender identity, source of income, or veteran status.