Director of Customer Service & Call Center   

Job Code (652079)

Location: Rock Hill, SC      

Lancaster, SC 

Salary:       $115,000.00 – $150,000.00

Full Benefits:      Yes

Relo Exp:  Yes

Industry: Supplement Manufacturing   


  • Five years of management experience in a professional customer service environment 
  • FDA regulated product support such as Food, Beverage, Cosmeceuticals, Medical Device, Biotech, Beverage, etc.
  • Customer Service and Business Partner Support teams   
  • Responsible for managing customer orders and return requests


Focus: Strong product name brand of Customer Service and Call Center

Job Description

We are looking for a Director of Customer Service to be responsible for managing Customer Service teams by ensuring quality and efficient service in an incoming/outbound call center.  The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service.

Roles and Responsibilities:

  • Coaching and supervising employees in customer service and business partner support in order to achieve high performance
  • Generating regular statistics showing the quality and quantity of incoming and outbound calls
  • Working with internal departments to promote sales to new and existing customer accounts
  • Partner with management team to align customer service department policies and systems with the company’s objectives
  • Processing and following up with trade show leads for Agriculture veterinary and consumer division.
  • Processing and documenting information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction
  • Provides feedback to the operations team to ensure all customers have accurate and timely information on order status and/or changes
  • Provide feedback to the organization regarding service failures or customer concerns
  • Work to stay current on customer service, sales and supervisory procedures and practices.
  • Developing and maintaining a streamlined means of communicating with sales managers to support sales efforts
  • Assists customer service and business partner support teams in troubleshooting orders that require special handling
  • Responsible for managing customer orders and return requests
  • Regular attendance is required
  • Other duties as assigned

Minimum Requirements:  

  • Must be detail oriented; possess exceptional telephone skills and written/oral communication skills.  
  • Strong interpersonal skills and the ability to work well in a team environment required.  Applicant must be proficient in MS Office Suite

Education and Experience

  • This position requires a bachelor’s degree or equivalent number of years of experience.  Applicant must possess a minimum of five years of management experience in a professional customer service environment.
  • Supervisory Responsibilities  
  • Customer Service and Business Partner Support teams
  • Recruiter to Recruiter Comments
  • -Must have good job tenure 
  • -Minimum of five years as a director in a professional customer service incoming/outbound call center environment
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QA Manager – Compliance

Cleveland, OH
$100,000 – $140,000
Aug 24, 2016

Job Description

Responsible for supervising the activities of MQA Specialists. Ensures accurate and timely certification of manufacturing batch record documentation. Ensures performance of audits and SOP/GMP compliance at the manufacturing facility. Performs investigations as required to ensure product quality. Performs analysis on quality indicating data and makes recommendations for improvement.

Key Responsibilities

  • Supervises daily activities of MQA Specialists. Assures job objectives are met on a timely basis
  • Updates and procures approval of job descriptions for department personnel.
    Performs and oversees the training of personnel. Effectively hires,
    develops, councils, manages and motivates staff. Writes and administers
    performance appraisals for department personnel.
  • Assures standard operating procedures (SOPs) define the steps necessary to complete tasks. Writes review and updates SOPs.
  • Assures timely execution of batch record certification function. Follow up with
    department management to ensure corrective action is implemented.
  • Supports metrics for the facility. Collects, maintains, trends, and analyzes data.
  • Develops systems to facilitate timely finished product disposition. Perform
    investigations as required. Follows up to ensure corrective action as
    implemented. Initiates/supports management meetings/projects to
    facilitate timely product disposition.
  • Addresses daily quality concerns and questions. Offers recommendations as required. Performs investigations as necessary.
  • Troubleshoots manufacturing problems and quality issues. Works with operations
    personnel to investigate, collect, and analyze data for, resolve and
    implement corrective action. Contacts supplier and/or outside laboratory
    for investigational support.
  • Maintains knowledge of current GMPs and regulatory guidelines.
  • Performs supplemental investigations and determines impact or product disposition




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