Customer Service Manager Job at Proclinical (Carlsbad)

Customer Service Manager

Proclinical

Location:
United States , Carlsbad

Category:
Customer Service

Contract Type:
Not provided

Salary:

55.00 - 64.00 USD / Hour

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Job Description:

Customer Service Manager - Contract - Carlsbad, CA Do you excel at leading customer service teams while partnering cross‑functionally to streamline operations and elevate the customer experience? Proclinical is seeking a Customer Service Manager to lead customer support and order-to-cash (O2C) functions across B2B and B2C channels. Primary Responsibilities: This role focuses on ensuring seamless service delivery, driving continuous improvement, and optimizing customer service systems and processes. You will collaborate with cross-functional teams to enhance operational efficiency and customer satisfaction.

Job Responsibility:

Lead and manage customer service and sales support teams to deliver exceptional service and operational efficiency
Oversee end-to-end order management processes, including order entry, fulfillment, invoicing, and issue resolution
Serve as the business owner for ERP platforms (e.g., Oracle Cloud) and Salesforce Service Cloud capabilities
Ensure integrity and governance of customer master data, collaborating with IT, Sales, and Finance teams
Drive continuous improvement in O2C processes, streamlining workflows and enhancing automation
Analyze service metrics and system performance to inform decision-making and support growth
Develop standard operating procedures, training programs, and service guidelines
Collaborate with Commercial, Supply Chain, Finance, and IT teams to resolve escalations and support strategic initiatives
Manage call center operations, including inbound communication channels, service levels, and response time SLAs
Establish and monitor customer contact KPIs, such as call answer rates and first-call resolution
Oversee customer inquiries, including order support, product questions, complaints, adverse events, and returns
Partner with Quality and Compliance to ensure proper handling of regulated communications
Define and manage customer service KPIs, conduct root-cause analysis, and refine metrics for operational reliability
Lead process and system enhancements to improve transparency and strengthen supply chain performance
Coach and develop a high-performing team, fostering a culture of continuous improvement and customer success

Requirements:

Strong leadership skills with experience managing customer service teams and call center operations
Expertise in contact center technologies, CRM workflows, and knowledge bases
Proven ability to scale customer service operations in high-growth omnichannel environments (B2B and B2C)
Hands-on experience with ERP systems (e.g., Oracle NetSuite, Oracle Cloud) and Salesforce Service Cloud
Deep understanding of customer master data management and governance
Advanced knowledge of Order-to-Cash (O2C) processes, including credit allocation, fulfillment, invoicing, and returns
Analytical mindset with strong problem-solving and decision-making skills
Proficiency in Microsoft Office tools (Word, Excel, Teams, Power BI) and reporting analytics
Ability to lead cross-functional teams and build effective partnerships across departments
Experience driving operational transformation, process redesign, and continuous improvement initiatives

Additional Information:

Job Posted:
May 05, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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