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Supervisor, Customer Relations International Liaison

Apply Share Job ID 1621 Category Customer Service/Accessioning Job Location Geneva, Genève Posted Date 01/24/2020


To strengthen our Customer Service organization, we are looking for an exceptional Supervisor, Customer Relations International Liaison, based in Geneva and reporting to the Senior Manager, Customer Service-Intl.

Role Purpose:

The Customer Service Supervisor (CSS) is responsible for assisting the CS Manager with all operational, and administrative processes associated with the customer service department at Exact Sciences Inc. A primary responsibility of this position is people management and assisting in developing a world class CS Dep.t that is both focused and highly responsive to our customer needs. In additional the CSS must promulgate and enforce the customer service policies and procedures of Exact Sciences in a reference lab environment. The CSS will oversee the activities of the CS International Liaisons; participate in the development and administration of customer service policies and procedures to ensure consistent, high quality CS and satisfaction. The CSS will create a set of metrics to evaluate the CSIL team performance and report this to the CS Manager on a regular basis. The CSS will be the first point of escalation for cases and will have to troubleshoot and resolve non-routine customer complaints; resolve any problems with incoming test requests, delivery dates or services required to ensure world class customer service throughout..

Key Accountabilities and Duties

· Work closely with the EMEA Operations Supervisor, and the management of the Sample Accessioning and Clinical Materials team in developing efficiencies between the two departments and ensuring that SOPs and Best Practices for each department are met daily
· Represent the customer service department as needed in inter-departmental meetings such as International Core Meetings, Lab Ops, Medical Affairs and Pathology Roundtables
· Work with the CS Manager in the development and implementation of a world class CS model
· Assists the CS Manager in the Performance Assessments of the CS staff by providing thoughtful feedback, documented performance outcomes and insight into their development plan
· Participate in Call Monitoring Program to ensure quality service is provided to all Exact Sciences customers and document performance of staff in the areas of courteousness, knowledge, problem solving and efficiency
· Responsible for coaching and training of the CS International Liaison, conducting monthly 1:1s and fostering an environment of open communication
· Assist with overflow calls & provide back-up support in queues as necessary during peak workload periods, staff vacations, training, and off-site activities
· Ensure all activities within the CS group are being performed and documented within established SOPs and CS Best Practices
· Assist as needed in the Newcomers Training Program for new ROLs and International Partners
· Provide ad hoc reports consisting of international field data at the request of the business
· Plan and distribute the daily tasks of the CS team according to workload level

Who you are

You are someone who has strong interpersonal, influencing skills, highly creative at identifying new and different ways to develop solve problems, excellent team player, highly effective in working with others and at overcoming obstacles. You are someone who is detail oriented, tenacious and resilient who has demonstrated potential for solid supervisory skills with mid-level employees in a small company environment; basic scientific aptitude that will allow rapid learning of new technologies and clinical data associated with Exact Sciences services. You are someone with a deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at Exact Sciences for the company, patients, and health care providers. You are at ease of working with internal and external groups in reinforcing policy as well as accepting of suggestions for improvement.You're looking for a company where you have the opportunity to pursue your aspirations, where a job title is not considered the final definition of who you are, but the starting point. Furthermore you have the following skills, experience and qualifications:

· Demonstrated effective leadership skills
· + 3 years of people management experience in a CS department
· Bachelor's Degree Bachelor in (Statistic, Economics or Marketing)
· Experience in a healthcare, or clinical reference laboratory preferred
· Excellent communication (written and verbal) and Fluency in French, German, Italian and English

What we offer

We offer an excellent work environment where you can develop your skills and knowledge, the opportunity to work in a team of highly collaborative experts in a fun and dynamic atmosphere, and competitive salary and benefits. At Exact Sciences we invest in great people. We encourage our employees to challenge themselves, and we offer an environment that fosters creativity and success. With headquarters in Geneva (CH). We are Exact Sciences, and we're changing lives together through earlier detection and smarter answers, based out of Madison, Wisconsin, US.

Have we piqued your interest?

If yes, then we would be delighted to receive your application (detailed and updated CV + Cover Letter)

When applying for this role, please use the ‘cover letter' or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above.
The information that you have provided in your cover letter and CV will be used to assess your application.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!