Position Description

We are hiring a Sr. Manager Customer Experience. The Sr. Manager, Customer Experience will be responsible for developing and maintaining an efficient, organized, error-free, and responsive customer service department, and assure current and potential customers receive highest quality service.

At FUJIFILM Biosciences, we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world’s biggest health challenges.

Imagine being part of a team that enables life-changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners. If you’re ready to make an impact, your future belongs with us at FUJIFILM Biosciences.

Our headquarters in Santa Ana, California, is surrounded by world-class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Responsibilities:

• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Demonstrates critical decision making skills and good judgment in all areas of control. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
• Develops, promotes, and executes a sound customer service strategy to support corporate sales efforts.
• Ensures that excellent support is provided to internal departments and customers, including complaint investigation and resolution.
• Monitors departmental performance, and implements procedures within his/her responsibility for excellent service, better efficiency, cost reduction, and improved company reputation.
• Analyzes and interprets current business practices to execute viable recommendations and resolutions for improvement. Such recommendations and plans need to be communicated clearly to organization for execution support.
• Reports routinely against objectives and established KPIs. Generates monthly reports and statistics on trending of activities and customer service metrics such as orders, order rows, shipments, order TATs, accuracy rates, agent availability and productivity, etc.
• Manages the completion, organization, and maintenance of all transactions, paperwork, reports, records, and documentation to meet compliance standards and business requirements.
• Manages subordinates to meet schedules, complete assigned objectives, and resolve problems. Develops and administers schedules, performance requirements, and budget responsibilities.
• Responsible for departmental compliance with SOPs, DTIs, and Training Materials. Recommends changes and improvements to policies and procedures, as well as developing and maintaining Training Materials required for departmental operations.
• Responsible for harmonizing Customer Service SOPs, DTIs, and Training materials for customer service functions across all FUJIFILM Irvine Scientific locations, sites, and subsidiaries.
• Participates in interviewing, selecting, and training customer service personnel.
• Approves appropriate credits and replacements within established guidelines.
• Assists in the promotion and launch of new or key products as identified by Marketing.
• Assesses order status, and provide communication to other departments as required.
• Responds to questions and complaints regarding customer orders and delivered products.

Required Skills/Education:

• Bachelor’s Degree in Business or related field; High School Diploma or equivalent and relevant experience may be substituted for a degree
• 8-10+ years of related experience, including experience managing direct and indirect reports.
• Experience in life science, biopharma, or related industry is preferred.
• Experience managing global customer service operations in a multi-site, multinational manufacturing environment.
• Direct experience and strong knowledge of global customer service management and procedures.
• Knowledge of import/export procedures, regulations, and documentation.
• Understanding of operational procedures regarding distribution logistics, such as air and ocean shipping, cross docking, freight forwarders, LSPs/3PLs, etc.
• Knowledge of cold chain packaging and related logistics.
• Experience with pharma and/or medical device highly desired.
• Excellent organizational skills.
• Strong leadership, presentation, communication, and interpersonal skills.
• Strong customer service focus.
• Experience with Email, Word, Excel, and PowerPoint.
• Experience using business systems, such as ERP, CRM, Service Management Systems, BI Tools.
• Ability to analyze data and make informed decisions.
• Ability to speak, read, and write in English.
• Good verbal and written communication skills; effective presentation skills.

Salary and Benefits:

• For California, the base salary range for this position is $132,374- $185,446. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

*#LI-onsite

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (flbi@fujifilm.com).