**North America Senior Customer Service Manager – Unlocking Exceptional Customer Experiences at blithequark**

Are you a seasoned customer service leader with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark is seeking a strategic and experienced Senior Manager of Customer Service to build and lead our North America Customer Service Organization. As a key member of our team, you will be responsible for creating and implementing a North America Customer Service strategy, managing customer service operations, and driving customer satisfaction and retention. **About blithequark** At blithequark, we are dedicated to saving and improving lives by developing innovative vaccines that unlock the power of the immune system. As a global leader in smallpox/mpox vaccines, our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, typhoid fever, and cholera. We excel in R&D innovation, manufacturing, and commercialization, and our mission is to improve health and quality of life for children and adults around the world – protecting our tomorrow. **Your Responsibilities** As our North America Senior Customer Service Manager, you will be responsible for: * Creating and implementing a North America Customer Service strategy that is customized for US and Canada markets * Providing operational oversight of all North America customer service operations, including managing customer service coordinators that are responsible for managing customer inquiries * Creating and implementing cross-functioning customer service processes and operational models necessary to support the North America business * Establishing and driving improvement in Customer Experience & Satisfaction. Identifying, implementing, and tracking relevant measures and KPIs to drive improvement * Serving as the primary point of contact for complex or escalated customer inquiries from end customers (i.e physicians, hospitals, pharmacies, clinics), wholesalers & distributors, patients, and third-party logistics providers (3PL), efficiently resolving any issues in a timely manner while maintaining strong customer relationships * Channel and inventory management with distributors and wholesalers to ensure product accessibility to all end customers * Establishing and building strong relationships with relevant wholesaler/ distributor contacts * Monitoring wholesaler & distributor orders and inventory levels and collaborating with wholesalers/ distributors to prevent potential end-customer stock-outs or omits due to lack of inventory at the wholesaler/distributor level * Holds wholesaler/ distributors accountable for sufficient inventory levels as per SLAs * Develop wholesaler/ distributor trend analyses of orders and inventory levels to drive proactive management to avoid issues * Develop customer inquiry trend analyses, proactive issue management and resolution strategies, and collaborate with commercial partners to implement * Oversee daily operations to ensure compliance with contracted service level agreements (SLAs) and performance metrics * Lead education of internal and external partners on new product customer service requirements or changes to customer service approach for existing product portfolio * Create a process to routinely survey, collect, and analyze blithequark customer feedback to identify areas for improvement in products or services * Build cross-functional relationships with internal and external stakeholders to resolve customer escalations pertaining to customer orders and overall service delivery * Collaborate with leadership to enhance customer satisfaction by streamlining tools, processes, customer-facing communication strategies, and marketing materials * Liaise with cross-functional departments as needed to effectively address and resolve customer inquiries * Train, mentor, and develop customer service team members to ensure consistent performance, professional growth, and motivation to deliver exceptional service to external customers * Monitor and evaluate team performance, providing constructive feedback and corrective actions as necessary **Skills & Requirements** To be successful in this role, you will need: * A Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, engineering, or a related field * A minimum of 7+ years in customer service management or customer support * A minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience * A minimum of 3+ years in people management * Customer Service experience in North America, especially in the US market * Prior experience in establishing customer service-related processes & operating models * Strategic and enterprise-wide thinking * Ability to manage operational tasks * Excellent verbal and written communication skills * Experience using customer management tools such as Dynamics 365 * Strong organizational skills for documenting customer interactions, managing follow-up, and tracking request trends month over month * Effective and proactive problem-solving skills * Able to operate autonomously in a fast-moving environment **What We Offer** As a member of our team, you will enjoy: * A dynamic and flexible work environment * An opportunity to develop both your personal and academic competencies * A comprehensive benefits plan * A competitive compensation package (Salary Range: $140k - $215k) * A chance to work in an international company with unique technology and a dedicated workforce * A welcoming culture that values diversity, equity, and inclusion **How to Apply** If you are a motivated and experienced customer service leader who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application via our recruitment system, and we will be in touch to discuss your qualifications further. **About Our Culture** At blithequark, we are a global leader in smallpox/mpox vaccines, and our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, cholera, typhoid, and Ebola. We are headquartered in Denmark and have manufacturing, research, and sales offices across Europe and North America. Our values – our blithequark DNA, as we like to call it – are what guide our actions every day. We act as persistent pioneers, embrace change, value being boosted by the team, and believe in protecting lives every day. If that is also a part of your DNA, we invite you to join us in blithequark! **Equal Opportunity Employer** blithequark is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.