About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world's greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our diverse team of 11,000+ colleagues from around the globe are vital to our success and the reason we're able to push boundaries in pursuit of better human health.

Find your future at Revvity

BioLegend (a division of Revvity, Inc.) develops world-class, cutting-edge antibodies and reagents for biomedical research, manufactured in our state-of-the-art facility in San Diego. Our mission is to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. Our product expertise covers a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology.

What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries - from Research to Cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend's Customer Care Team means being at the forefront, showcasing legendary service and translating our iACT culture into tangible results for our customers.

BioLegend is looking for an energetic team manager to work in our dynamic, fast paced environment. The Customer Care Manager at BioLegend plays an important role in maintaining the performance and success of the company by managing the customer service team and collaborating with various departments. In this role, you will use your experience in leading cross-functional business process improvement initiatives and your knowledge of Lean to identify gaps in the current supply chain structure and implement improvements and best practices that will ensure continuous improvement. You will also contribute to the development of your team through mentoring, technical and business training, and challenging team members to be part of the overall success of operations at BioLegend. This position will be accountable for providing superior customer service with the highest quality standards and supporting our on-time delivery requirements.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Identify gaps and inefficiencies, establish and implement best practices that ensure continuous customer support (order accuracy, phone screening, data integrity, productivity, and system improvements)
• Collaborating with various departments (globally and domestically) to advocate on behalf of the customer to ensure VOC is part of our focused strategy.
• Analyze processes and vet recommended mitigation plans with cross-functional groups
• Work to develop strategic analyses of existing customer service areas and implement improvements based on demand from customer base, demand, development and approval timelines, and input from multiple functional groups
• Implement the processes that deliver ongoing team success by coaching, modeling and collaborating on process improvements in the consistent pursuit of excellence.
• Manage and accurately analyze data from the Customer Service Dashboard in Salesforce to track trends and provide guidance on cost containment opportunities.
• Monitor team performance and confirm delivery of legendary service in every interaction throughout the customer journey; guarantee high attention to detail is provided in a high-volume setting.
• Track and evaluate customer cancellations and provide improvement suggestions to cross-functional team
• Provide thought leadership to actively build knowledge base and work with associates, leadership and other departments on creating consistent, traceable process flows, user guides and SOPs that support the overall customer experience.
• Positively engage in succession planning; review and make recommendations on staff requirements to support ongoing development.
• Drive continuous improvement and standard work across all areas of the company using Key Performance Indicators, balance scorecards, and other systems of maintaining measurement and accountability
• Implement mechanisms to ensure the disciplined and effective use of BioLegend's Enterprise Resource Planning (ERP) system and the integration of ERP into other Functional groups
• Develop skill sets and leadership ability of each team through mentoring, technical and business training, and challenging assignments that build confidence and allow the team to make significant contributions to Operations and BioLegend
• Other projects or responsibilities as may be required.

iACT Competencies

• innovate - Be better, keep improving, be more efficient, creative, and be in the forefront of development
• Aspire - Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
• Collaborate - Foster teamwork, common goals, selflessness, communication and mutual support
• Transform - Adapt, learn, re-invent and change for future development and growth

Minimum Qualifications - Education and Experience

• Progressive Customer Care experience (at least 5 years)
• Leadership experience (at least 5 years)
• 3+ years of experience with Enterprise Resources Planning (ERP) systems
• 3+ years of experience with Customer Relationship Management (CRM) systems
• Strong computer skills, with an expert proficiency in MS Office programs
• Exceptional communication and interpersonal skills

Preferred Qualifications - Education and Experience

• Experience working with multiple sites and collaborating with corporate partners (3 years)
• Applicable Customer Service experience in biotech or pharma ISO 13485 (3 years experience)
• Logistics and Trade Compliance knowledge (at least one year)
• Salesforce Associate certification
• Experience with dashboards and other visual management.

The base salary range for this full-time position is $110,000-$125,000/year. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

Work Environment & Physical Demands - Office

While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear.

What do we offer?

We provide competitive and comprehensive benefits to our employees.Below are some highlights of our benefits:

* Medical, Dental, and Vision Insurance Options

* Life and Disability Insurance

* Paid Time-Off

* Parental Benefits

* 401k with Company Match

* Employee Stock Purchase Plan

Learn more about Revvity's benefits by visiting our page.

*For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.