at The Jackson Laboratory in Bar Harbor, Maine, United States
Job Summary: The incumbent plays an essential role in the overall activities and success of the JMCRS Business Units including managing and enhancing the customer experience related to inventory, complex or non-standard orders, and new process streams from product launches.
Collaborate with JMCRS Marketing and Sales staff to align business processes for customer communications
Monitor trends in sales including strains and services to meet current and future demand, identify, and drive opportunities for improvement of product offerings *
Support achievement of top-line and bottom-line growth while ensuring an enhanced customer experience.
Support product launches thru ad hoc reporting, product manager support, and tasks associated with product launches across the business units.
Other responsibilities as assigned.
Organizational Dimensions: The incumbent(s) reports directly to the Senior Product Manager for JMCRS and has daily contact with customers and customer facing staff (Customer Service, Opportunity Development Management, Project Management, and Technical Information Services) as well as regular contact with staff and managers across the organization that impact the customer experience as it relates to the JMCRS Business Units. The incumbent will work closely with Product Management, Customer Support and Business Process staff, Production Planning staff, and will have regular interface and Strategic accounts.
Key Responsibilities & Essential Functions:
Support product launches thru ad hoc reporting, product manager support, and tasks associated with product launches across the business units
Collaborate with JMCR Marketing and Sales staff to align business processes for communications related to product launches, orders, delivery, inventory availability, new offerings, pricing, discounting, and other account support documents or activities, as requested. Includes providing customer lists or creation of reports for marketing to utilize, as well as creation of appropriate content for communications.
Monitor trends in sales including strains and services to meet current and future demand, identify, and drive opportunities for improvement of product offerings - Includes working closely with Product Managers and customer facing groups to drive growth of existing and new products
Support achievement of top-line and bottom-line growth while ensuring an enhanced customer experience - Make recommendations and participate in strategic initiatives to develop new programs and improve existing programs and products to grow the JMCRS business.
Develop an understanding of the marketplace through interactions with customers and customer facing staff including Customer Service, Opportunity Development Management, Project Management and Technical Information Services and position JAX competitively for today and the future growth. Participate in driving market share gain for current offerings and the development and launch of new products.
Manage annual price adjustments - set timelines, manage templates, oversee meetings with marketing, AX, repository to ensure successful completion of price adjustments in advance of deadlines
Other Knowledge, Skills, and Abilities:
Senior Project Management Specialist - distinguished by having demonstrated experience (3-5 years) with a customer support or service environment and core understanding of JMCRS operations and systems.
Bachelor's degree required.
Proven knowledge of college level Mendelian genetics that can be obtained through a genetics course at an accredited college or university or through successful completion of the Jackson Laboratory genetics course, Beyond Basic Genetics I and II and Lab Animal Science I and II.
Exceptional verbal and written communication skills are required; successful incumbents establish consistent effective two way communication with department managers and groups directly interfacing with Business Unit
Demonstrated successful experience in analysis of complex data and creative problem-solving required.
Demonstrated successful experience in making and executing important decisions, often under some pressure and tight time deadlines, which carry large financial consequences.
Ability to flex work schedule due to operational and business needs
Must work well independently with little direction or supervision. Must be a self-starter, action-oriented and results-oriented with solid analytical and problem-solving skills
Strong, positive interpersonal and customer relation skills sufficient to allow incumbent to work effectively in a high-profile environment requiring discretion, judgment, tact, diplomacy.
Ability to operate computer hardware and software applications that would... For full info follow application link.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.