Manager, Customer Operations

Customer Operations Manager

At AeroSafe Global, we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industry’s complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.

About the Role

The Customer Operations Manager is responsible for on-boarding new customers and maintaining service levels for existing and new services offered to AeroSafe customers. Working cross-functionally with account management, return logistics, supply chain operations, and the digital technology teams, this role will ensure that operational processes are being executed and ongoing communication is occurring with customers regarding cold chain intel services. They are the primary interface for external customers to answer questions, expand services, and ensure high customer satisfaction as well as oversee customer service representatives who are engaging with end-users.

Salary Range & Benefits

Salary Range: $63,000 – $75,000 annually, commensurate with experience.

AeroSafe Global offers a comprehensive benefits package designed to support employees’ health, financial well-being, and work-life balance. Benefits include employer contributions toward medical coverage, vision insurance, and a 401(k) retirement savings plan, as well as:

• Dental insurance
• Life and AD&D insurance
• Voluntary benefits, including:
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Paid Time Off (PTO)
• 10 Paid Holidays annually

Responsibilities

• Respond to customer questions in a timely and accurate way regarding services and reports.
• Identify customer needs and assist customers use in program services.
• Perform product demonstrations & onboarding for new customers, staff, and other stakeholders.
• Develop reporting & communication process for customer service team to execute.
• Engage with supply chain operations and return logistics resources to ensure that customer services are being delivered to customer’s expectations.
• Identify new opportunities and collaborate with marketing/digital services regarding service enhancements to increase revenue or improve customer satisfaction.
• Work with technology partners to understand product platforms and interfaces.
• Responsible for daily/weekly reporting metrics related to cold chain services.
• Deliver the highest level of customer services daily.
• Solve daily issues associated with platform or communications that may arise.
• Multi-task competing priorities in a professional and efficient manner.
• Deliver the highest level of Customer Service daily

Minimum Qualifications

• Customer focus & service orientation
• Excellent analytical, mathematical, and creative problem-solving skills
• Experience with databases, data extraction, and analysis
• Ability to learn new technology and platforms
• Proficiency with Microsoft Office applications
• Excellent listening, interpersonal, written, and oral communication skills
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Cross functional leadership to drive results
• Process development and training experience

Physical Requirements

While performing the duties of this position, the employee will frequently be required to:

• Sit for extended periods.
• Use hands and fingers to handle objects, tools, or controls, including repetitive motions.
• Communicate effectively by speaking and hearing.

The employee may occasionally be required to:

• Visual acuity
• Stand and walk.
• Reach with hands and arms.
• Bend, stoop, kneel, and crouch.
• Lift and/or move up to 10 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Tools & Equipment

• Computer
• Printer
• Telephone
• Copier/scanner
• Other standard office equipment

Work Environment

Normal office, manufacturing and warehouse environment.

Equal Employment Opportunity

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.