Manager, Customer Relations with Degree in Laboratory Medicine

Reply to: careers@staffsystems.ca
Date: 2008-09-02, 2:10PM PDT

Our client, an international company in the medical/biotech industry is looking for a Manager of Customer Relations to join their growing and dynamic team.

As a Manager of Customer Relations you would manage Operations and Customer Support to ensure overall efficiency of the available staff across all areas.

Operations responsibility:
* Manage and coordinate and verify enrolment, sales orders and renewals for large corporate accounts.
* Manage and oversee shipment & inventory process in cooperation with external shipping companies.
* Manage and oversee data verification, data confirmation and follow-up for missing results
* Manage all communication to participants such as registration, advance shipment notice, data confirmation, friendly reminder and laboratory summary reports.
* Manage and oversee result reporting.
* Manage and oversee the whole shipment process.
* Define, develop and document Standard Operating Procedure and policies for Operations processes and procedures.

Customer Support and Relations (CSR) responsibility:
* Ensure superior customer service.
* Ensure that all customer interactions are fully documented and tracked.
* Determine appropriate actions and delegate to the appropriate areas for resolution.
* Receive and delegate all customer feedback.
* Track calls, determine appropriate actions, and delegate to the appropriate areas for resolution.
* Provide 3rd tier customer support when appropriate.
* Oversee and Manage Customer Support staff.
* Communicate with consultants for designing new program & catalog layouts.
* Manage database.
* Develop strategies and procedures with IT

Project Management
* Manage special projects.
* Evaluate projects and create plans based on requirements provided by CEO/President/Medical Director. Contact appropriate stakeholders for more information to ensure viability, clarification of project and delivery of product or services.
* In conjunction with other management colleagues assign team members to project tasks based on skill and availability.

Required Skills:
* Post secondary education from a University, Technical Institute, or College in Laboratory Medicine Science
* Strong analytical and problem solving skills
* Solid knowledge in statistics
* Excellent verbal and written communication skills in English
* Two years of management experience
* Track record of achievement
* General computer skills (I.e. MS Word, MS Outlook, MS Excel, MS Access, Internet Explorer)
* Attention to details
* Must be able to lead and work in a fast paced team oriented environment

This position has a huge professional growth potential for dedicated employees. This is an opportunity to work with an extremely focused team. A place where hard work, creative thinking and being able to adapt quickly is the norm. In return we offer a competitive salary, excellent benefits, the opportunity to work with motivated people and the opportunity to grow personally and professionally with an exciting company.

To be considered for this excellent opportunity, please email your resume as a Word attachment to careers@staffsystems.ca
* Location: Kitsilano
* Compensation: Commensurate with experience
* Principals only. Recruiters, please don't contact this job poster.
* Please, no phone calls about this job!
* Please do not contact job poster about other services, products or commercial interests.