Customer Service Manager

Customer Service Manager We usually respond within two weeks SSI Diagnostica Group is a global leader in infectious disease diagnostics, helping healthcare professionals prevent, monitor, and diagnose diseases through innovative diagnostic products and solutions. Our organization brings together five respected portfolios—SSI Diagnostica, TECHLAB®, Beijing Genesee Biotech (BGB), CTK Biotech, and Gulf Coast Scientific—combining more than 200 years of scientific expertise to improve patient outcomes worldwide. With a specialized focus on Gastrointestinal, Respiratory, and Bloodborne infectious diseases, we are committed to delivering high-quality diagnostic solutions that make a meaningful difference in healthcare. At TECHLAB®, founded by pioneering scientists from the Virginia Tech Anaerobe Laboratory, innovation and scientific excellence have been at the heart of our success since 1989. Job Summary We are seeking an experienced and collaborative Customer Service Manager & ERP Global Process Owner to lead customer service operations while serving as the global process owner within Microsoft Dynamics 365 (D365). In this role, you will oversee a Virginia-based customer service team while driving global process standardization, ERP optimization, system enhancements, and continuous improvement initiatives across the organization. You will play a critical role in delivering exceptional customer experiences while supporting strategic business objectives and cross-functional collaboration worldwide. This is an exciting opportunity for a solution driven leader who enjoys balancing people leadership, operational excellence, and process improvement. Key Responsibilities Lead and develop a high-performing customer service team, fostering a culture of accountability, collaboration, and continuous improvement. Serve as the Global Process Owner for Customer Service within Microsoft Dynamics 365 (D365), ensuring standardized processes and best practices across the organization. Drive ERP optimization initiatives, including system enhancements, process improvements, and the integration of new business entities into the D365 environment. Partner with cross-functional stakeholders to improve operational efficiency, support strategic initiatives, and enhance customer experience. Develop and deliver training programs to support global adoption of customer service processes and D365 functionality. Monitor customer service performance metrics, analyze trends, and provide operational insights and recommendations to leadership. Resolve complex customer issues and escalations while maintaining a strong commitment to customer satisfaction. Ensure effective team coverage, workforce planning, and cross-training to support business continuity and service excellence. Lead participation in intercompany integration projects and continuous improvement initiatives across the SSI Diagnostica Group. Provide hands-on operational support when needed, including performing customer service functions during periods of increased demand or staffing shortages. Manage supervisory responsibilities, including performance evaluations, coaching, employee development, timecard review, and PTO approvals. Support customer service operations across multiple global business units, helping drive consistency, efficiency, and exceptional service delivery worldwide. Tools and Equipment Used Microsoft Office Suite, specifically Excel, Outlook, and Teams Microsoft D365 Salesforce.com Power BI Work Environment This is a remote position. The typical schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.; however, flexibility is required to support global business operations, customers, and project initiatives. Occasional travel may be required for training, business integration activities, and operational support. Required Qualifications Bachelor’s degree in Business or a related field. Minimum of 5 years of management experience in a corporate environment. Demonstrated leadership experience managing teams and driving performance. Ability to manage multiple priorities in a fast-paced, global environment. Strong communication and interpersonal skills with a professional, collaborative approach. Must reside in the United States. Preferred Qualifications Experience working with ERP systems, preferably Microsoft Dynamics 365. Familiarity with Salesforce.com and Power BI. Experience in customer service, logistics, order management, or related operational functions. We are an equal opportunity employer and value diversity. We do not discriminate based on sex, race, color, religion, national origin, gender identity or expression, sexual orientation, age, disability, pregnancy, status as a veteran or any other class protected by law. TechLab, Inc. participates in the federal E‑Verify program to confirm the employment eligibility of all newly hired employees. Learn more about your rights and responsibilities under E‑Verify at www.e‑ verify.gov . Locations Blacksburg Remote status Fully Remote Yearly salary $80,000 Employment type Full-time Blacksburg A unique career - Join us About SSI Diagnostica Group SSI Diagnostica Group, a global leader in infectious disease clinical diagnostics, was originally established as a division of the prestigious Danish National Reference Center – Statens Serum Institut. Currently held by Adelis Equity, the SSI Diagnostica Group has grown significantly and now has its headquarters in Hillerød, Denmark. The company employs over 600 people across the globe and offers innovative solutions for disease surveillance, diagnosis, outbreak investigation, and quality control in three key areas: gastric, respiratory, and bloodborne diseases. With administrative and manufacturing facilities located in Denmark, the United States, and China, and a strong global network of distribution partners, the SSI Diagnostica Group continues to build its position as a leading supplier of reagents and in vitro diagnostic (IVD) products worldwide. Founded in 1902 Coworkers 600 globally