Client Services Manager I

Location US-NJ-Princeton
Job ID
2022-29427
# of Openings
1
Job Category
Customer Service/Support

 

Lab.Chemicals.MaterialsSupplyChain – Colored Test Liquids – Safer World

At UL, we know why we come to work.

Thousands of us around the world wake up every day with a common purpose: to make the world a safer, more secure and sustainable place. Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence. UL stands at the forefront of technological advancement, and we are continually challenged to find new ways to foster innovation and positive change. Satisfying? Yes. Exciting? Absolutely!

What you’ll learn & achieve:

Responsible for overseeing the team responsible for all client support, ensuring that the team provides the highest level of customer service excellence to both internal and external customers.

  • Management of Customer Support tracking and reporting tool (Salesforce.com)
  • Maintain open and proactive communications with other operations teams to ensure project deadlines are met
  • Continued development, maintenance and enforcement of Customer Support
  • Ensure department compliance with regulations of 21 CFR Part 11 and all company processes directed by SOPs
  • Continued development and maintenance of reporting tools for new client implementation status
  • Organize and conduct weekly Customer Support staff meetings
  • Schedule, approve and maintain Vacation and Activities Calendars and assure proper day to day operations coverage
  • Develop Training program for new hires to the department
  • Organize and delegate projects within the team, encouraging team members to develop their own ideas for departmental improvements
  • Interview potential new hires
  • Perform regular performance reviews for Direct Reports, in accordance with UL HR policies
  • Maintain up-to-date platform knowledge
  • Participate in product offering meetings
  • Participate in enhancement prioritization discussions, to ensure client needs are effectively communicated
  • Continually review the Account Management model to ensure effective use of resources and ability of the team to deliver consistently excellent service
  • Develop proactive communication plan with primary client contacts to strengthen the business relationship and provide excellent service
  • Provide support and backup coverage as needed
  • Act as escalation point for Direct Reports
  • Continually keep management and sales team informed of potential contract expansions
  • Proactively escalate potentially critical issues to ensure task-force approach to problem resolution
  • Develop Customer Support newsletter to be sent regularly to clients
  • As a member of the team, support each other and provide backup coverage as needed
  • Maintain comprehensive communication with all team members regarding system developments and changes
  • Client needs are responded to in a timely and efficient manner
  • Consistent follow-through on all assigned tasks and responsibilities
  • Utilize internal and external resources appropriately to meet objectives

What makes you a great fit:

  • Bachelors degree in communication, business administration or related field, Masters degree a plus.
  • 5+ years of management experience
  • Prior experience in the Pharmaceutical industry, adult education, customer support, sales support, project management and/or training in the computer software industry
  • Experience with web-based products, hardware and software
  • Strong knowledge of Customer Support and support strategies
  • Excellent people skills
  • Detail oriented
  • Ability to handle multiple projects on different timelines
  • UL has COVID-19 protocols and policies in place to ensure the safety of our employees, customers and clients. Effective November 1, 2021, the company mandates that employees are vaccinated against COVID-19 as a condition of employment (except where prohibited by law), subject to reasonable accommodation as required by law.

What you’ll experience working at UL:

Mission: For UL, corporate and social responsibility isn’t new.  Making the world a safer, more secure and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.

People: Ask any UL employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at UL.  We’re able to deliver the best because we employ the best.

Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers’ create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles,  you will get international experience working with colleagues around the world.

Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.

Total Rewards: All employees at UL are eligible for bonus compensation. UL offers a generous 401k matching structure of up to 5% of eligible pay. Additionally, we invest an additional 4% into your retirement saving fund after your first year of continuous employment. We provide Healthcare Reimbursement Accounts and Health Savings Accounts that UL contributes to twice per year! Depending on your role, you can work with your manager on flexible working arrangements. We also provide employees with paid time off including vacation, holiday, sick and volunteer time off.

Learn More:

Working at UL is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns. This is our every day. This is our normal.  

 

Curious? To learn more about us and the work we do, visit UL.com. 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply, or can't find a relevant opportunity?
Connect with us to keep informed about the latest UL career opportunities, tailored to your interests.

If you wish to request reasonable accommodation at any time, please email our Talent Acquisition team at Talent.Acquisition@ul.com.

UL is an Equal Opportunity Employer: Female/Minority/disability/Protected Veteran/Sexual Orientation/Gender Identity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. If you'd like more information about your EEO rights as an applicant under the law, please review the EEO is the Law and EEO is the Law Supplement.

Please review the following additional documents:

UL EEO Policy

Pay Transparency Statement

E-Verify Poster (English)

Right to Work Poster (English)