Associate Manager of Customer Services

Taconic’s Customer Services Department is seeking an Associate Manager who will be responsible for supervision of the CS Unit, an organization responsible for the management of customer technical inquiries & orders for Taconic products and services worldwide.


Summary of Responsibilities include the following:
1) Develop and coach staff to achieve high levels of customer service while creating an inspiring and supportive work environment where continuous improvement and high productivity flourish.

2) Prepare the department for change and manage change effectively, enabling quick and effective transitions.

3) Participate in the alignment of corporate strategic plans with the strategic plans of the Customer Services organization. Develop the CS annual budget and individual department goals with customer services leadership.

4) Identify and develop improvements to processes, systems, and technology to meet the organization’s short and long term goals.

5) As part of the management team, participate in reporting, budgeting, planning & forecasting.

6) Manage quality improvement initiatives, monitor department performance and assure adherence to Standard Operating Procedures (SOP’s). Create SOP's for critical department functions and coordinate the final review of SOP's with Quality Assurance

7) Supervise a team of Supervisors, Technical Specialists and Customer Service Associates.


This position reports to the Manager of Customer and Marketing Services.

Other Qualifications/Requirements:

BS/BA Degree Required; 2-5 years of successful supervisory experience required. Must have excellent coaching skills, be a good problem solver and proficient in computer applications. Flexible work hours required. Familiarity with ERP, ACD and CRM system applications is a plus. Knowledge of pharmaceutical services or related industries helpful. Occasional travel, generally 2 to 5 trips per year

About Taconic:

Taconic is a life sciences company supporting research to find life-saving cures for disease. Major drug companies, leading universities and government agencies depend on us for high quality products and services that are essential to the drug discovery process.

If you are motivated by new opportunities and seek a stimulating, rewarding and life-affirming career, we invite you to join our diverse team of talented professionals who are dedicated to finding smart solutions to improve human health.

Taconic offers opportunities for career advancement, a competitive salary, and a comprehensive benefits package which includes tuition assistance, 401K, and profit sharing plans.

Taconic – Your Career for the Future

Apply online at www.taconic.com/careers

Taconic is an EEO/AA Employer – M/F/D/V