The Customer/Member Services Manager has primary responsibility for the management and supervision of the staff and operations of the Member Service Center which processes dues and all payments made by customers, maintains the information, data and integrity and accuracy of the database, responds to all customer inquiries, and contacts non-renewing members and non-attendees to obtain sales. The Manager oversees the accuracy and timeliness of all information and processes, and pulls lists and maintains regular reporting mechanisms.
The Manager supports the activities of the Senior Director of Member and Component Relations, including sending out email and other membership, job board, and other solicitations created by the Director, and other membership recruitment or retention activities.
The Manager also coordinates the registration operation for ISPE’s conferences—both before the conference at onsite at the conference.
Principal Duties and Responsibilities
Manages the day-to-day operations of the Member Services team ensuring that resources and workflow are adjusted to meet organizational priorities, including cross-training so that excellent service can be maintained during periods of staff absences. Will be required to help the Member Services team carry out its duties during high-traffic times of the year.
Meets all financial, operational and performance benchmarks as established in the annual Business Plan, Budget and individual performance plan.
Supervises and trains staff to ensure efficient, accurate and exceptional service.
Oversees the execution of projects to support recruitment, retention and product sales initiatives.
Is proficient using the association's database, correcting errors, as well as generating lists and operations and benchmarking reports.
Works with Continuing Education, Training and Publications teams to ensure accurate reporting and database support, including timely input of all events and orders into the database.
Assumes primary responsibility for collaboration and preparation of processes prior to events and leads registration set up on location. Ensures that registration staff is properly trained to serve Members and attendees during the events.
Carries out all functions required for the BPA audit if the Data Services Coordinator is unable to do so.
Suggests and implements initiatives to improve operations of the database to ensure faster and more efficient processing by the Member Services team.
Bachelor's degree or 2 years of college and 4 years of customer service experience
Three years supervisory experience required; 5 years preferred.
Three years experience in data base management required; 5 years preferred.
Experience with Association Management Software (AMS) preferred.
Call center experience preferred.
Skills and Knowledge
Strong written/oral communication and interpersonal skills
Strong spelling skills and ability to spot typos
Astute problem-solving skills, and proven organizational and administrative skills
High degree of service excellence values and knowledge of how to create, measure, and deliver exceptional customer service
Positive supervisory demeanor that balances team orientation and mentorship with a commitment to a high degree of accuracy and excellence. Ability to lead and motivate customer service reps.
Ability to work independently with a high level of poise, diplomacy and confidentiality in all circumstances.
About International Society for Pharmaceutical Engineering
ISPE, the International Society for Pharmaceutical Engineering, is the world's largest not-for-profit association serving its Members by leading scientific, technical and regulatory advancement throughout the entire pharmaceutical lifecycle. ISPE is committed to the advancement of the educational and technical efficiency of its members through forums for the exchange of ideas and practical experience.
Founded in 1980 by a handful of people who believed the pharmaceutical industry needed an organization that would deal with practical applications of science and technology for technical professionals. The much-needed forum provided by ISPE began with a Membership of engineers in North America. In time, ISPE Membership expanded beyond engineering to include a broad representation from pharmaceutical professionals.
ISPE is the Society of choice for nearly 22,000 pharmaceutical manufacturing professionals in 90 countries. Visit www.ispe.org for additional Society news and information.
ISPE offers excellent benefits including medical, dental, vacation, paid holidays, 401(k) with match, and more.