Inbound Customer Support Specialist 1

Charles River Wilmington , MA 01887

Posted 3 months ago

Inbound Customer Support Specialist 1

Req ID #: 48717


Wilmington, MA, US, 01887

For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we'll help you build a career that you can feel passionate about.

Job Summary

We are seeking a Sr. Supervisor for our Inbound Customer Support team located in Wilmington, MA.

The following are the key essential duties and responsbilities for this role:

  • Monitor the activities of the call center team to ensure that members are productive and efficiently meet all the needs to customers.

  • Provide direct daily supervision and review work of assigned departmental employees. Schedule and prioritize workload of group members ensuring that deadlines are met and phones are adequately covered.

  • As appropriate, refer calls, questions or problems to the professional staff, Client Relations, Product Management, or external organizations. Follow-up with professional staff and other to whom questions were referred, to ensure timely processing of calls.

  • Provide support to the Client Relations department as they interact with customers. Provide recommendations on when to issue credits/replacements for complaints on animal orders.

  • Support the professional staff as needed; acquire and maintain data on normal values for different species/strains track and compile unusual lesions reported by customers.

  • Support the CRL sales effort by logging all inquiries into SFDC and determining which calls need immediate attention by sales. Perform literature searches for internal, external and foreign customers; obtain reprints of articles from external sources.

  • Assist in implementation of new database infrastructure and process improvements

  • Oversee daily operational activities and supervise a group of employees. Ensure optimum group performance.

  • Responsible for personnel management activities such as: scheduling, personnel actions (hiring, promotions, transfers, etc.), training and development, providing regular direction and feedback on performance, disciplinary actions and preparing and delivering annual performance and salary reviews.

  • Recommend short-range operating objectives, organizational structure, staffing requirements and succession plans.

  • May assist in development of departmental budget.

  • As required, oversee maintenance of group training manual and training records.

  • Support the policy of equal employment opportunity through affirmative action in personnel actions.

  • Ensure adherence to pertinent regulatory requirements and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].

  • Perform all other related duties as assigned.

The following are the minimum qualifications related to the Sr. Supervisor, Inbound Customer Support position.

  • Education: Bachelor's degree (B.A. /B.S.) or equivalent in technically related field (e.g. Biology) or related discipline.

  • Experience: Four to six years related experience and/or training.

About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients' clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 13,000 employees within 80 facilities in 23 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client's unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people's lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in 2017.

For more information, please visit

Equal Employment Opportunity

Charles River Laboratories, Inc. is an Equal Opportunity Employer M/F/Disabled/Vet

Nearest Major Market: Boston

Job Segment: Biotech, Product Manager, Pharmaceutical, Database, Science, Operations, Research, Technology

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Inbound Customer Support Specialist 1

Charles River