Job Description

This role will lead order management teams for all LGC Standards customer service sites in North America and is responsible for overseeing and managing all aspects of the customer service Order Management activities to ensure KPI’s are met and customer engagement and satisfaction is consistently met and exceeded. This includes developing and implementing strategies to enhance customer satisfaction, resolving escalated customer issues, and ensuring efficient and effective customer service operations.

The Head of Customer Service North America will work with other functional leaders as well as commercial leaders across the business to ensure alignment between customer expectations and order management priorities to meet the needs of the business.

Key Responsibilities

• Leading all Order Management teams across LGC Standards in North America.
• Resource management and deployment across the region to ensure robust response time to customers needs and expectations.
• Working closely with Operations and Sales Leaders to establish standard operating model and processes related to customer experience.
• Develop team behaviours and performance to meet KPIs and delight customers.
• Lead transition of customers to correct transaction entity and to online ordering.
• Create root-cause analysis culture focused on enabling organisation learning and process improvement.
• Establish standardized metrics and definitions for all order management teams in N.A.
• Deal with escalated issues or problems related to customers or customer orders, take decisions as needed.
• Represent Order Management within the business and take or delegate any appropriate actions to support business needs.
• Participate in projects and provide business advice as a Subject Matter Expert (SME).

Qualifications

Essential

• Management experience in a Customer Service environment.
• Scientific background in either an academic or workplace setting.
• Experience leading and delivering change within a project or transformational environment
• Experience managing a team to KPIs
• Experience with a case management tool such as Service Cloud

Desirable

• Multi-site and/or remote team management
• IFS system experience
• Salesforce.com admin experience
• Hybris/E-Commerce back office experience

Person Specification

• An inspiring and passionate leader who motivates and influences others
• Excellent communication skills, to external customers and internal colleagues
• Ability to learn new processes and skills
• Motivated by change and transformation, forward thinking
• Ability to operate in complex and ambiguous scenarios
• A self-starter and creative problem solver capable of identifying and implementing improvements to processes and systems
• Due to the global nature of the business, the post holder may be required to work anti-social hours flexibly on occasion

Additional Information

ABOUT LGC:

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.

OUR VALUES

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

EQUAL OPPORTUNITIES

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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