Search Jobs

Business Analyst (2)
Manufacturing Technician (2)
(10) E/M Assemblers - 2nd shift (1)
(2) Manufacturing Engineers (1)
1st Shift Manager (1)
2nd Shift Area Manager (1)
2nd Shift CNC Plant Supervisor (1)
Accounting Assistant - 12358078 (1)
Anesthetic Laser Technician (1)
Applications Operations Specialist (1)
AR / AP Administrative Associate (PERM) (1)
Artificial Intelligence (AI) Healthcare Integration Manager (1)
Assembly/Service Technician (Appleton Manufacturing) (1)
Assistant Project Manager - 11821141 (1)
Associate Director, Pharmacovigilance Scientist (1)
Associate Director- Customer Service (1)
Associate II, Quality Control, Chemistry (1)
Associate II, Quality Control, Sample Management (1)
Automation and Field Engineer (PERM) (1)
Automation Engineer (PERM) (1)
Automation Technician - Days (1)
Battery Engineer (PERM) (1)
Bilingual Area Production Lead (1st and 2nd Shift Openings - multiple) (1)
Business Systems Analyst (1)
Buyer/Planner (1)
Chemical Technologist (PERM) (1)
Clinical Project Manager - Cambridge, MA - 074 (1)
CNC Estimator (Temp-To-Perm) (1)
CNC Lathe Operator (PERM) (1)
CNC Programmer (1)
Control System Application Engineer (PERM) (1)
Controls & Instrumentation Technician (1)
Controls and Automation Engineer (CONTRACT 6 Months) (1)
Controls Engineer (PERM) (1)
Copywriter - 11812906 (1)
Credit Analyst (CONTRACT) (1)
Customer Support/Service Specialist - East Coast (Remote) (1)
Data Collection Project Manager - 12454354 (1)
Design Quality Engineer (1)
Digital Analytics Manager - 11911636 (1)
Director of Facilities Management / Regional Director (PERM) (1)
Director of Product Marketing, Thoracic Lumbar (PERM) (1)
Director of Quality (1)
Electrical Department Manager (PERM) (1)
Electrical EIT (PERM) (1)
Electrical Test Technician (Temp-To-Perm) (1)
Electrician (1)
Electro/Mechanical Engineer II (Temp-To-Perm) (1)
Embedded Hardware/Software Engineer (1)
Engineering Advisor (1)
Engineering Test Technician (PERM) (1)
Equipment Engineer (1)
Executive Assistant - 12163066 (1)
Field Marketing Service Provider Channel Specialist - 12461993 (1)
Field Service Commissioning Engineer (PERM) (1)
Finance Manager (Perm or Temp-To-Perm) (1)
Financial Analyst - Waltham, MA or Shelton, CT - 2187 (1)
Front End Developer (1)
Head of Lab Animal Sciences/Attending Vet (1)
International Logistics Analyst (1)
IT Solutions Architect - Valencia, CA - 935 & 936 (1)
Java Backend Developer (1)
Java Developer - R1010477.01 (1)
Jr. Level Regulatory Affairs (1)
Junior Level Staff Vet (PERM) (1)
Key Account Coordinator (1)
Lead Quality Advisor (1)
Machine Production Assemblers (PERM) X 3 (1)
Maintenance Mechanic (1)
Maintenance Technician (1)
Manager of IT Security, Risk and Compliance (1)
Manufacturing Associate (1)
Manufacturing Engineer (1)
Manufacturing Line Lead (1)
Manufacturing Tech - PERM (1)
Manufacturing Technician (Marlborough) (1)
Master Production Scheduler (1)
Materials Buyer/Planner (PERM) (1)
Materials Engineer III (PERM) (1)
Mechanical Engineer II (PERM) (1)
Mechanical Engineer, Danbury CT (1)
Medical Writer (1)
North American Channel Manager (1)
Operational Excellence Engineer (PERM) (1)
Operations Coordinator (1)
OPUS Team Lead - 3rd Shift (PERM) (1)
Payroll Specialist (PERM) (1)
Planning Associate (1)
PLC Electrical Technician (1)
Principal C/C++ Software Engineer (1)
Product Development Test Engineer (PERM) (1)
Production Facilitator (1)
Production Planner (PERM) (1)
Program Manager (Engineering) (1)
Project Engineer (1)
Project Engineer (PERM) (1)
Project Management Coordinator, Go to Market - 12456294 (1)
Project Manager/Project Specialist (1)
Purchasing Coordinator (1)
Quality Assurance Manager (PERM) (1)
Quality Manager - Compliance (1)
Quality Mechanical Inspector (Temp-To-Perm) (1)
Quality RMA Associate (1)
Quality Systems Specialist (1)
Quality Test Engineer (Temp-To-Perm) (1)
Raw Material Buyer/Planner (1)
Regional Marketing Manager - 12361650 (1)
Release Engineer - 12260734 (1)
Research Associate III - Emeryville, CA - 11913123 (1)
Research Scientist, Drug Metabolism & Pharmacokinetics (1)
Sales Operations Analyst (PERM) (1)
Sales Room Supervisor/Call Center Manager (1)
Scientific Associate I (1)
Scientific Director (1)
Scientist II, Process Development - 12167822 (1)
Senior Administrative Lead, Coding (Temp-To-Perm) (1)
Senior Financial Systems Data Analyst (PERM) (1)
Senior HPC Systems Administrator (PERM) (1)
Senior Lab Computing Specialist - Remote - 2225 (1)
Senior Laser Welder (1)
Senior Manager - Accounting Advisory (PERM) (1)
Senior Manager, ED Billing (Temp-To-Perm) (1)
Senior Manager, EDI (Perm) (1)
Senior Manufacturing Engineer (PERM) (1)
Senior Manufacturing Quality Engineer (1)
Senior Mechanical Design Engineer (PERM) (1)
Senior Post Market Specialist (PERM) (1)
Senior Pricing Analyst (PERM) (1)
Senior Process Engineer - Front End (PERM) (1)
Senior Procurement Specialist (PERM) (1)
Senior Recruiter– Clinical Development (1)
Senior Software Engineer (PERM) (1)
Senior Supply Chain Analyst (PERM) (1)
Senior Systems Administrator (PERM) (1)
Senior Tax Accountant (PERM) (1)
Shipping Manager (1)
Software Engineer (1)
Software Engineering Manager (1)
Sr Systems Administrator (x2) (1)
Sr. Accountant - 11890317 (1)
Sr. Consultant (1)
Sr. Data Analyst / Data Engineer (1)
Sr. DevOps Engineer (PERM) (1)
Sr. Payroll Specialist (1)
Sr. Programmer/Analyst (1)
Sr. Quality Assurance Specialist - 12376405 (1)
Sr. Specialist, Technical Development Lab Operations (1)
Staffing Production Coordinator (Temp-To-Perm) (1)
Sustaining engineering and Operations Support Technician (1)
SW V & V Engineer (1)
Talent Acquisition - Recruiter III - 11771358 (1)
Technical Support Specialist - Field Service (1)
Technical Writers - Rensselaer, NY - 1688 (1)
Territory Sales Rep - NC/SC (1)
Tools and Automation Engineer - 11838359 (1)
User Support | San Diego (1)
User Test Specialist, Customer Support - 11692254 (1)
Validation Engineer (1)
Water Resource Engineer (1)
« Return to Jobs

Associate Director- Customer Service

Location: Marlborough, Massachusetts

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services, while treating candidates with the professionalism and respect they deserve.

Title:  Senior Customer Service Manager

Hiring Organization: Connexion Systems & Engineering

Compensation, Benefits, and Employment Type

  • Duration – Permanent
  • Pay rate:   80-90K
  • Job Location:  Marlboro, MA
  • Job# bh12323

Senior Customer Service Manager

Job Summary:

Responsible for overseeing an energetic team that handles high-volume order fulfillment and closing sales via phone and email with our Healthcare Practitioner customers. This position will require motivation to cultivate a high energy team spirit while coaching, monitoring call quality, response time to customer communications, order processing, attendance, and floor management. This position supports the selling efforts of our sales departments and works to increase sales through exceptional customer experience.

Essential Job Functions:

  • Oversee a dedicated Customer Care Team handling orders for healthcare practitioners, key accounts, and other valuable customers.
  • Identify the responsibilities of team members, ensure proper workload balancing, maintain organizational charts, procedures, and training documents.
  • Conduct quality training of new hires and maintain training of existing staff.
  • Develop performance goals and objectives with the VP of Sales to inspire increased sales and work to achieve these goals.
  • Create, maintain, and support a highly involved, inspired team environment.
  • Ensure 100% same day order entry and invoicing; monitor queues (inbound calls, emails web, inquiries, faxes) to ensure timely and proper handling of all requests.
  • Provide daily call monitoring and call coaching to team with clear goals for individual development.
  • Conduct assessment of team skills and work with VP of Sales to create skills-based training for developmental opportunities that result in overall improved customer experiences.
  • Create and maintain a customer service handbook that includes new hire training, order intake and processing, business rules, call flows, etc.
  • Maintain contact center attendance and performance management policies, etc.
  • Work cohesively with the inside and outside sales teams and Sales Managers to ensure smooth order process, upselling, cross selling, closing sales initiated by the sales team, order issues, wrong shipments, replacements, etc.
  • Serve as conduit between the contact center and the warehouse/fulfillment centers on all aspects of customer ordering, inventory, logistics, third-party fulfillment, returns and credits.
  • Work with finance to ensure customer orders are released, customer orders are not delayed.
  • Recruit, train, coach, and manage full-time employees.
  • Gain insights from data by developing actionable reports, metrics, and KPIs; proven ability to pull data and interpret it.
  • Lead improvements that support company financial objectives and highest customer satisfaction initiatives to ensure goals are met.
  • Participate in all process and procedure evaluation and change; standardize, document, and improve operating procedures, as necessary.
  • Lead and participate in cross-functional process improvement projects within the company; work with technology, accounting, and other departments to ensure business data integrity across all company’s systems as needed.
  • Identify areas for performance improvement and facilitate/lead improvement implementation efforts.
  • Understand all system applications for order processing and customer management.


  • Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, service quality assurance programs, and order intake and processing required.
  • Possess a high degree of business acumen combined with a natural ability to understand and connect with people.
  • Use of metrics to gauge performance, yet the ability to balance numbers with a human element. Ability to influence all team members to “buy in” to the metrics and see their value.
  • Extremely hard-working, impeccably organized, with exceptional attention-to-detail.
  • High degree of self-motivation and accountability; makes decisions and takes initiative.
  • Must demonstrate leadership through empowerment, clear judgment, and the ability to resolve complex situations with employees and customers.
  • Fluent with Microsoft Office software including Outlook, Word, PowerPoint, and Excel.
  • Strong customer service telephone skills and a customer focused attitude.
  • Excellent interpersonal and team skills. We are building a culture of focused, fun, interactive, involved, energetic, motivated, inspired people who want to empower extraordinary health.
  • Excellent verbal and written skills.

Education: University or college degree preferred

Experience: 5+ years call center managerial experience; 3+ years call center service experience

Please use the apply button to submit your resume for consideration.  A Connexion Representative will contact you immediately.

When responding to this job posting you MUST include the Job# and Job Title in your subject line.


If you are active in a job search but this job is not for you, please reach out to We would be glad to help you find the perfect job!