◆Give overall direction to Customer Service Team.◆Develop and establish procedures governing customer correspondence and handling of customer complaints and returned goods.◆Responsible for the approval of all Customer Service Related Documents.◆Review of Pharmaceutical records before distribution.◆Assist in writing customer contracts.◆Manage website marketing leads.◆Manage phone system.

◆Troubleshoot customer concerns regarding consumer products.◆Provide IRMS training for call center.◆Document all potential adverse advents resulting from alleged product failure.◆Document call data in complaint database. (IRMS)◆Responsible for maintaining accurate personnel performance records.◆Manage marketing leads and email database.◆Responsible for managing both inbound/outbound calls.◆Responsible for meeting monthly/quarterly outbound sales quotas.◆Motivate and coach staff to achieve all performance measures.

◆Responsible for hiring, training, mentoring, and managing 115 + staff in various roles and positions.◆Responsible for achieving performance measures, proper staffing levels, and staff productivity while ensuring superior service to internal\external customers.◆Implementing and monitoring departmental policies, procedures, and programs as directed.◆Coaching and developing employees in technical, professional, and behavioral skills necessary to perform their job.◆Investigate and respond to client inquiries on an ongoing basis.◆Ensure compliance with problem management process.