Customer Service Operations Manager (1 year Contract)
Montreal, QC
Introduction
Manage a service center supporting healthcare teams and treatment centers with prompt, courteous customer and patient services for company products in both commercial and clinical trial settings. Coordinate with supply chain and external partners to ensure seamless order-to-delivery processes. This role directly impacts patient outcomes by enhancing the customer experience and ensuring timely, safe delivery of modified patient cells through collaboration with manufacturing, supply, commercial, clinical, and medical teams.
Responsibilities
- Serve as the primary point of contact for product requests in coordination with internal stakeholders for timely responses.
- Manage the end-to-end process of product requests by ensuring timely delivery and resolving potential issues.
- Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.
- Provide patient services such as travel assistance to patients and their caregivers, as applicable.
- Support and contribute to process improvement projects (streamlining processes, improving accuracy, and enhancing efficiency).
- Conduct Cell Therapy platform training sessions for hospital centers, making sure that they have the necessary knowledge and skills to effectively utilize the platform.
- Manage external user access in the Cell Therapy platform, ensuring data security and compliance.
- Enhance team skills and operational excellence by promoting a culture of continuous learning and improvement.
- Ensure subject matter expertise to maintain a high level of knowledge and expertise in their subject area, providing informed guidance and support to stakeholders.
- Collaborate with cross-functional teams, stakeholders, and management to leverage their expertise and contribute to decision-making processes.
- Resolve customer queries by focusing on efficient and effective communication to enhance the overall customer experience.
- Support in development and implementation of innovative solutions to enhance the overall customer experience, identifying areas for improvement, and seeking ways to exceed customer expectations.
- Efficiently and compliantly execute the relevant order management and customer service programs.
- Build trust and confidence with internal and external stakeholders.
- Support key customer initiatives to address gaps in CGT patient management, including patient and provider referral, patient support programs.
- Utilize company platforms, programs, tools, and communication materials to effectively address the needs of HCPs, patients and caregivers.
- Identify key drivers of a successful Service Center and actively participate in its development. Continuously improve the time needed to resolve customer queries and meet their needs.
- Program and services evaluated through internal and external customer satisfaction
- Ensure compliance with all laws, regulations and policies that govern the conduct of customer service programs or activities
- Ability to adjust work shifts to ensure 8 AM to 6 PM EST has support coverage.
- This position may require holiday coverage for customers / patients as well as occasional weekends as required
Qualification
Bachelor’s degree minimum – operational or business degree preferredMinimum of 3 years in customer support (service) or patient facing experience is preferredUnderstanding of the pharmaceutical industry and healthcare business service offerings and customer needs is a plusStrong track record of successful team collaboration and delivery of resultsSupply Chain / Logistics experience is a major plusExcellent communication skills (verbal, written) with natural ability to establish relationships and address customer issues. Ability to clearly articulate and easily convey a customer service sentimentEnglish & French fluency requiredHigh level of emotional intelligence to manage complex and difficult stakeholder situationsAble to operate in ambiguity and easily adapt to change.Proactive problem-solving skills and new solutions mindsetCollaborative mindset to manage local and regional cross-functional interactions, both internal and external.Able to think strategically to anticipate and plan for critical needs to support centers , taking strategic decisions while staying focused and articulatedProficient at uncovering customer based insights / needs and leveraging this knowledge to drive satisfaction and continued process improvementsAbility to work well across a matrix organization with strong collaboration skills to internal and external stakeholdersTechnical aptitude, ability to quickly learn and adapt to new systems and technologies.Proficiency in the Microsoft Office Suite : Excel, Outlook, PowerPoint neededExperience with Salesforce and SAP or similar CRM, ERP systems neededProficiency in the Microsoft Power Suite : PowerQuery, PowerBI, PowerApps, and PowerAutomate is a plusExperience in data management and visualization for operational reporting is a plusDemonstrated ability to implement automation solutions and process improvementsWhat We Offer
Why apply through Brunel? Finding the next step in your career can be a full-time job in itself. We manage the process for you : from submitting your resume to coordinating interviews to extending offers and assisting with onboarding. We’ll get you going while you get on with the job.
About Us
Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.