Manager Customer Service

Job Description

The Customer Care Manager owns the customer experience within lab operations and is the escalation point for complex customer issues. This role bridges customer service and lab operations to resolve technical issues, expedite delayed orders, and ensure efficient, accurate production flow.

This role requires strong product and lab workflow expertise, problem-solving, and the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction and driving continuous improvement.

This role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues.

Major Duties And Responsibilities

• Serve as the escalation point for complex, high-priority customer issues; determine case next steps
• Communicate directly with customers to provide updates & resolutions
• Maintain accurate documentation of escalations, resolutions & follow-up actions in CRM systems
• Own end-to-end case management to ensure timely resolution & adherence to service standards
• Investigate delayed or problematic orders on production floor
• Identify root causes of late or stalled jobs; take action as needed
• Parenthesize with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues
• Collaborate with lab teams to ensure accurate & timely resolution
• Maintain daily reporting on escalated jobs
• Track progress of escalated orders & communicate risks or delays proactively
• Participate in daily production meetings to highlight priorities & support resolution
• Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements
• Contribute to root-cause analysis through accurate data capture & follow-up
• Support continuous improvement focused on work simplification, cost reduction & service effectiveness
• Maintain close partnership with lab GM on customer experience issues & resolutions
• Perform customer service activities related to escalated orders
• Education customers on product options, ordering processes & policies to resolve issues
• Team Leadership
• Manage a team of Customer Care Agents
• Assign tasks, set priorities & monitor daily activities
• Track KPIs for team performance

Basic Qualifications

• Bachelor’s degree in Business Administration or related field
• 6+ years of customer service or call center experience
• 4+ years of optical experience (customer service, lab operations, or related)
• 2+ years of people management experience
• Strong understanding of lab workflows
• CRM platforms & telephony systems experience
• Excellent communication skills & customer-centric mindset