Manager, Customer Service

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena's proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business!


At Hygiena we believe:

• In providing the highest quality products & service
• Being a leader in innovation
• Having a compelling desire to improve and win in the marketplace
• In contributing positively not only in the workplace, but in our community and environment!

With rapid growth comes opportunity. We are looking for a Customer Service Manager to join our team! This is a full-time, exempt, on-site role.

Responsibilities:

• Provides regular coaching and feedback to the customer service team, ultimately to ensure customer service requests are fulfilled in a timely, efficient and effective manner; monitors quality of customer contacts via phone, email and live chat for quality and improvements.
• Collaborates with Sales, Shipping, Accounting, R&D, Quality and other departments as needed to resolve customer issues and escalate technical or quality issues; recommends improvements to processes within team for increased quality of service.
• Manages customer service call volume and schedules to ensure adequate coverage for all channels (including e-commerce). Establishes and implements processes to improve efficiency, decrease costs and ensure consistent, high-quality customer experience.
• Fields escalated customer questions and inquiries, including technical help related to products and software.
• Oversees processing of customer orders for US/Canada and distributor orders for Latin America, ensuring timely and accurate processing; manages returns and repair processes.
• Drives special projects as requested/required by the business to improve service, capacity, and compliance.

Supervisory Responsibilities:

• In accordance with applicable policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; enforcing all safety rules and ensuring safe work procedures.

Qualifications:

• Bachelor's Degree and 3-5 years of related customer support experience, or equivalent education and work experience, required.
• Minimum of three (3) years of supervisory experience managing direct reports required.
• Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, Visio, PowerPoint) and Adobe Acrobat required.
• Experience with customer database software, i.e. MS Navision or other, required.

Salary Range (applicable to California):

Up to $100,000 base salary DOE

Skills/Abilities:

• Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality
• Excellent adaptability in a fast-paced environment with the flexibility and willingness to take on new tasks and projects
• Ability to speak and write clearly and accurately
• Attention to detail and accuracy
• Effective listening skills
• Multi-tasking capabilities
• Must have in-depth analytical and problem-solving skills.
• Must be able to use discretion and independent judgement.

Why you'll want to join our team:

Teamwork as a core value.

At Hygiena, our emphasis on teamwork and cross-functional communication enables us to build stronger bonds within our business.

Be a part of something big.

Hygiena plays a critical role in helping to prevent global health crisis such as foodborne illness, healthcare-associated infections, and other outbreaks.

Giving back to our communities.

Hygiena believes in giving back by supporting local organizations committed to improving the lives of children and youth in our communities.

Benefits and Perks:

• 15 days of PTO & 10 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

*State paid short-term disability for California based employees


We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hygiena participates in E-Verify.