Customer Service Manager - Ethos Biosciences, Inc.

Ott Scientific

The Ott Scientific family of companies comprises Polysciences, Bangs Laboratories, and Ethos Biosciences. Together, we bring the whole of our experience with best-in-class facilities and scientific, technical, analytical, and manufacturing capabilities to serve customers around the globe. We deliver highly specialized products and services that support scientific discovery and innovations.

Ethos Biosciences

At Ethos Biosciences, we are a contract development and manufacturing organization (CDMO) that offers private label manufacturing to many of the biggest life science and diagnostic companies around the world. Our core competencies are immunoassays (ELISA/Lateral Flow) as well as specialty and high volume diagnostic stains, buffers, and reagents. Our laboratories, manufacturing suites, and warehouse areas are purpose built to accommodate these specialty manufacturing and development operations. We occupy a newly built, state of the art, 126,000ft² stand-alone building in Logan Township, NJ. Proud to be part of Greater Philadelphia, we are 25 miles from Cherry Hill, NJ, 25 miles from Villanova, PA, and 16 miles from Wilmington, DE. Our processes are governed by an ISO 13485/FDA 820 Medical Device certified quality management system (QMS). We exist to drive healthcare innovation by providing diagnostic tools for scientists and practitioners. Everyday we design, develop, and manufacturing diagnostic products that are accurate, repeatable, and easy to use. Our vision is to provide gold standard assays for novel biomarkers and critical reagents to institutions pioneering biomedical research and practice.

Position Overview:

We are seeking a dynamic and experienced Customer Service Manager to join our team. The Customer Service Manager will play a pivotal role in ensuring our customers have a seamless and satisfying experience when interacting with our company. The successful candidate will lead our customer service team and drive continuous improvement in customer satisfaction. If you are passionate about delivering exceptional service, have strong leadership skills, and a background in the life sciences, we want to hear from you.

Key Responsibilities:

• Leadership: Lead and motivate the customer service team, providing coaching, training, and guidance to ensure they deliver the highest level of customer support.
• Customer Experience: Implement and maintain best practices to enhance the customer experience, ensuring timely responses to inquiries, issue resolution, and a high level of customer satisfaction.
• Quality Assurance: Develop and maintain quality standards for interactions with customers, ensuring that the team consistently meets or exceeds performance metrics.
• Team Development: Recruit, train, and develop customer service representatives, fostering a culture of continuous improvement and professionalism.
• Process Improvement: Identify areas for process optimization and recommend improvements to enhance the efficiency and effectiveness of the customer service department.
• Reporting: Generate and analyze customer service performance reports to inform management and make data-driven decisions.
• Customer Feedback: Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement.
• Collaboration: Work closely with cross-functional teams, including sales, marketing, planning, manufacturing and shipping to ensure a unified customer experience strategy.

• Bachelor's degree in a related field (e.g., life sciences, business) preferred.
• Proven experience with 5-10+ years in a customer service leadership role.
• Knowledge of the life sciences or biotechnology industry is a strong asset.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in customer service software, CRM systems and Microsoft Office (Outlook, Excel, Word).
• Ability to manage and motivate a diverse team.
• Strong analytical and reporting skills.
• Demonstrated commitment to delivering exceptional customer service.

What We Offer

Culture

Great people, Peer to Peer Recognition, Broader, hands-on work experience

Clean and Modern Equipment & Labs, Fun company events

Competitive Wages & Generous Year-end Bonus

Comprehensive Benefits

3 Medical PPO Medical Plans with Telemedicine, Rx, & Vision, 2 Dental Plans

Healthcare, Dependent care, & Commuter Flexible Spending Accounts, 401(k) with company match, Financial Health & Wellness w/1:1 Coaching,

Basic & Supplemental Life Insurance, Accident, Hospital Indemnity, & Critical Illness, Paid Time Off, Short & Long-term Disability

9 Paid Holidays

Must have legal authorization to work in the US and will not require sponsorship.

Ethos Biosciences is an equal opportunity employer. Drug-free workplace. Tobacco-free work site.

Ethos Biosciences does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.  All employment is decided on the basis of qualifications, merit and business need.

Equal access to programs, services, and employment is available to all persons.  Those applicants requiring reasonable accommodation to the application process and/or interview process should notify a representative of the Human Resources Department.