Client Operations Supervisor - BioMarin Pharmaceuticals

Overview

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments. 

 

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

 

Responsibilities

Job Summary

 

Responsible for overall performance and profitability of assigned Client Operations group establishing an excellent working relationship with assigned client contact; continuously strive to improve the level of overall service that Salelytics is providing while ensuring a balance of optimum productivity and service level goals are maintained at all times and ensuring adherence to company policies and procedures; review contract and RFP ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon ensuring assigned staff understand the unique needs of assigned client and how to exceed each client's expectations; proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned client

 

Major Job Accountabilities • Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Salelytics is providing o Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences o Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner o Maintain current and up-to-date knowledge of clients o Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client o Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions o Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management • Operation Functions - Oversee employees (as applicable, production, staff, etc) performance to ensure a balance of optimum productivity and service level goals are maintained at all times o Continually assess profitability and recommend actions to be taken if not meeting goals o Implement changes in procedures, provide improvement feedback, or issue directives as necessary to assist in meeting goals and objectives o Devise performance improvement measures and incentives, track and report results, and revise improvement programs or input on training to ensure all goals are met or exceeded successfully o Monitor weekly employee attrition to ensure the group is at or below goal o Ensure supervisory staff proactively follows the preventative attrition programs o Oversee focus groups analyzing feedback and providing management recommendations in a timely manner

Qualifications

Minimum Qualifications: Applicant for this job will be expected to meet the following minimum qualifications. Education • Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements Experience • Minimum three years of increasingly responsible business administration experience including one year of supervisory experience required • Minimum one year teleservices experience required Other • Suite of office software package

Additional Information

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email [email protected] requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.

Posting Information

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