Company

 

Prolacta is the pioneer in human milk-based nutritional products for premature infants in the neonatal intensive care unit (NICU). Prolacta believes that there is no adequate replacement for human breast milk and, as such, we believe infant nutritional products should be human milk-based. As a privately held, scientifically driven company, committed to improving premature infant nutrition, we are using human milk to change the standard of care in the NICU. Prolacta operates and/or owns milk banks that provide the starting material for the products Prolacta sells.

Job Summary

 

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. The ideal candidate will have a combination of customer service managerial experience and experience in developing and implementing processes and Standard Operating Procedures to drive departmental standards and efficiencies. 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. The Customer Service Manager 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. In order 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, (e.g. in-bound and out-bound customer calls, order entry and tracking, account set up and maintenance).

This position offers 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 and report to the VP of Sales and Marketing on an interim basis.

Primary Duties and Responsibilities

·       Isolate and identify areas of improvement and develop and implement process improvements to increase productivity and efficiency of the department.

·       Establish key performance indicators and metrics and utilize those metrics to drive results.

  • Provide coaching and training for customer care team and back-up team.
  • Develop and update performance standards and procedure manuals.
  • Collaborate with department leaders to drive a global customer service strategy and implementation.

·       Provide customer insights regarding customer behavior and purchasing trends for a global market.

·       Resolve product or service issues by clarifying the problem, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, involving other functions as required and by following up to ensure resolution.

·       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.

·       Manage the Customer Care Team and make recommendations regarding hiring, advancement, promotion and other employment-related decisions pertaining to the Customer Care department team.

 

Job Requirements and Qualifications

 

Education

·       College degree required

 

Experience

·       5-7 years customer service experience

·       3-5 years direct managerial/supervisory experience in a global customer service setting required

·       Experience working with products that are prescribed and sold into hospitals preferred but not required

·       Experience working with freight companies (e.g. Fed Ex) a plus

 

 Other Knowledge, Skills and Abilities

·       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

 

Work Environment (Location, travel, shift, on-call, etc.)

 

Location

US, Los Angeles area preferred

 

Travel

10% if located in Los Angeles area

If residing outside the Los Angeles area, the CS Manager will be expected to spend up to 1 week/month in the company headquarters located in Duarte, CA.

Physical Requirements

 

a.     Activities. How much on-the-job time is spent in the following physical activities? Show the amount of time by checking the appropriate boxes below.

 

Amount of Time

Activity

None

Up to 1/3

1/3 to 2/3

2/3 or more

Stand

 

X

 

 

Walk

 

X

 

 

Sit

 

 

 

X

Talk or hear

 

 

 

X

Use hands to finger, handle or feel

 

 

 

X

Climb or balance

X

 

 

 

Stoop, Kneel, crouch or crawl

X

 

 

 

Reach with hands and arms

 

X

 

 

Taste or smell

X

 

 

 

 

b.     Lifting. Does this job require that weight be lifted or force be exerted? If so, how much and how often? Check the appropriate boxes below.

 

Amount of Time

Activity

None

Up to 1/3

1/3 to 2/3

2/3 or more

Up to 10 pounds

 

X

 

 

Up to 25 pounds

X

 

 

 

Up to 50 pounds

X

 

 

 

Up to 100 pounds

X

 

 

 

More than 100 pounds

X

 

 

 

 

 

Direct Reports

Sr. Account Managers

Account Manager/Salesforce Administrator

 

This position has been filled.