North America Senior Customer Service Manager

Protecting our tomorrow

Protecting Our Tomorrow

At Bavarian Nordic, we aspire to save and improve lives by developing innovative vaccines that are designed to unlock the power of the immune system. We are a global leader in smallpox/mpox vaccines, and our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, typhoid fever, and cholera. We excel in R&D innovation, manufacturing, and commercialization. We aim to improve health and quality of life for children and adults around the world – protecting our tomorrow. We hope that you will share this mission with us.

North America, Senior Customer Service Manager

We are seeking a strategic and experienced Senior Manager of Customer Service to build our North America Customer Service Organization, and to also manage and provide strategic and operational oversight of all customer service activities in our North America Markets (United States and Canada). The Sr. Manager will be responsible for creating and implementing a North America Customer Service Strategy, creating customer service processes and operating models, and managing current customer service operations. The Senior Manager will also be responsible for channel and inventory management with distributors & wholesalers to ensure our products are accessible to all end customers. The senior manager will collaborate across local and global functions to maximize customer satisfaction, retention, and growth, build strong client relationship, while identifying new opportunities to deliver value.

Your Responsibilities

• Create and implement a North America Customer Service strategy that is customized for US and Canada markets
• Provide operational oversight of all North America customer service operations, including managing customer service coordinators that are responsible for managing customer inquiries
• Create and implement cross-functioning customer service processes and operational models necessary to support the North America business
• Establish and drive improvement in Customer Experience & Satisfaction. Identify, implement and track relevant measures and KPIs to drive improvement
• Serve as the primary point of contact for complex or escalated customer inquiries from end customers (i.e physicians, hospitals, pharmacies, clinics), wholesalers & distributors, patients, and third-party logistics providers (3PL), efficiently resolving any issues in a timely manner while maintaining strong customer relationships
• Channel and inventory management with distributors and wholesalers to ensure product accessibility to all end customers
• Establish and build strong relationships with relevant wholesaler/ distributor contacts
• Monitor wholesaler & distributor orders and inventory levels and collaborate with wholesalers/ distributors to prevent potential end-customer stock-outs or omits due to lack of inventory at the wholesaler/distributor level
• Holds wholesaler/ distributors accountable for sufficient inventory levels as per SLAs
• Develop wholesaler/ distributor trend analyses of orders and inventory levels to drive proactive management to avoid issues
• Develop customer inquiry trend analyses, proactive issue management and resolution strategies, and collaborate with commercial partners to implement
• Oversee daily operations to ensure compliance with contracted service level agreements (SLAs) and performance metrics
• Lead education of internal and external partners on new product customer service requirements or changes to customer service approach for existing product portfolio
• Create a process to routinely survey, collect, and analyze Bavarian customer feedback to identify areas for improvement in products or services
• Build cross functional relationships with internal and external stakeholders to resolve customer escalations pertaining to customer orders and overall service delivery
• Collaborate with leadership to enhance customer satisfaction by streamlining tools, processes, customer-facing communication strategies, and marketing materials
• Liaise with cross-functional departments as needed to effectively address and resolve customer inquiries
• Train, mentor, and develop customer service team members to ensure consistent performance, professional growth, and motivation to deliver exceptional service to external customers
• Monitor and evaluate team performance, providing constructive feedback and corrective actions as necessary
  

Skills & Requirements:

• Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering or a related field
• A minimum of 7+ years in customer service management or customer support
• A minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience
• A minimum of 3+ years in people management
• Customer Service experience in North America, especially in the US market
• Prior experience in establishing customer service-related processes & operating models
• Strategic and enterprise-wide thinking
• Ability to manage operational tasks
• Excellent verbal and written communication skills
• Experience using customer management tools such as Dynamics 365
• Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month
• Effective and proactive problem-solving skills
• Able to operate autonomously in a fast-moving environment
  
  

We offer

A chance to work in an international company with unique technology and a dedicated workforce. We welcome people who share our passion with a willingness to make a difference. We offer a dynamic and flexible work environment and an opportunity to develop both your personal and academic competencies. We offer a comprehensive benefits plan and a competitive compensation package.

Salary Range - $140k - $215k

Location: US Remote; Headquarters is in Durham, NC

Caught your interest?

If you are interested in the position, we look forward to receiving your application via our recruitment system. Just click the Apply Button and you will be redirected to our application form.

Founded in 1994, we have +30 years of experience developing life-saving vaccines. We are a global leader in smallpox and mpox vaccines. Our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, cholera, typhoid, and Ebola. We are headquartered in Denmark and have manufacturing, research, and sales offices across Europe and North America. Our values – our Bavarian Nordic DNA, as we like to call it – are what guide our actions every day. We act as persistent pioneers, embrace change, value being boosted by the team, and believe in protecting lives every day. If that is also a part of your DNA, we invite you to join us in Bavarian Nordic! Bavarian Nordic is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

www.bavarian-nordic.com