Manager, Customer Service Operations

Date: Sep 15, 2022

Location: Weston, FL, US, 33326

Company: Apotex

 

Apotex is a proudly Canadian, global pharmaceutical company that produces high-quality, affordable medicines (both generic and innovative pharmaceuticals) for patients around the world. We are the 7th largest generic pharmaceutical company globally with more than 12,000 employees and estimated sales of approximately $3 billion. Our fully integrated operation is comprised of four lines of business: Global Generics; Apobiologix; Global Active Pharmaceutical Ingredients (API); and ApoPharma (Innovative Products). With our worldwide manufacturing sites, Apotex can produce up to 24 billion dosages per year. We produce 300 medicines in 4,000 dosages and formats that are exported to 115 countries. Apotex will spend $2 billion over the next 10 years on research and development.

Job Summary

This position leads operational oversight for the Customer Support and Quality Call Triage Departments by generating operational reports and analyzing data from Salesforce Case Management to ensure a premium service experience and operational excellence for our customers.  This position is a subject matter expert on Customer Support systems, customer portals, departmental processes and procedures and assists in the development of system enhancements to improve the accuracy and efficiency of the department.

Job Responsibilities

  • Manage and track cases entered into SFCM and Trackwise.
  • Collect data to analyze qualitative and quantitative data.
  • Develop and measure customer service metrics
  • Identify opportunities for improvement to measure operational efficiency.   
  • Compile regular (weekly and monthly) reporting, including call center and customer support performance metrics, case volume drivers and staffing budget/management.
  • Provide project management support for ongoing needs and capability roadmaps.
  • Work closely with the Senior, Customer Support Manager, department Supervisors and leads to evaluate departmental needs including managing workload and staff requirements.
  • Support the management of customer service tools (ex. Salesforce Case Management and SAP) and partners portals

SUPERVISORY RESPONSIBILITIES

Position may oversee a team of 4, including Senior Account Leads and Customer Support Representatives.  Other responsibilities include reviewing and discussing the work of others to encourage teamwork and to achieve the goals and objectives of the company.

OTHER DUTIES AND RESPONSIBILITIES

  • Performs other duties as assigned.
  • Must be self-motivated and possess strong business ethics for handling confidential information.
  • Able to make independent judgment decisions.
  • Excellent oral and written communication skills.
  • Strong organizational skills and ability to prioritize, organize and delegate assignments.
  • Advanced computer skills including database and query development and spreadsheet manipulation.

Job Requirements

MANDATORY or MINIMUM EXPERIENCE AND EDUCATION REQUIRED

Bachelor Degree with at least 2 years of experience in Salesforce Case Management and Customer Service/Support Management.

PLANNING AND ORGANIZING TASKS

Must be able to handle multiple tasks and prioritize

PHYSICAL AND ENVIRONMENTAL CONDITIONS

The physical requirements of the position generally include: standing, walking, sitting, using hands and fingers, reaching with hands and arms, talking and hearing.  In some circumstances, bending, kneeling, crouching, stooping, and crawling may apply.  In general the activity level one usually performs is light physical activity performing non-strenuous daily activities of an administrative and sedentary nature.  This position may require lifting up to 25 pounds.  Generally work is performed in a well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

WORK SCHEDULE

The regularly scheduled work week is Monday through Friday and the hours are 8:30a –- 5:30p.

TRAVEL REQUIREMENTS

Occasional overnight travel (up to 10%)

 

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.


Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami