Job Overview: Grifols, a global healthcare leader specializing in plasma-derived medicines and biopharmaceuticals, is seeking a dynamic Customer Service Manager to join our team in North Carolina. In this pivotal full-time role, you will oversee customer service operations, lead a dedicated team, and ensure seamless support for clients in the healthcare and plasma donation sectors. Your leadership will directly contribute to enhancing patient outcomes and maintaining Grifols' reputation for excellence. Key Responsibilities: Manage and mentor a team of customer service representatives, setting performance goals and providing ongoing coaching to achieve superior service levels. Develop and implement customer service policies, procedures, and training programs tailored to Grifols' unique needs in plasma collection and biopharmaceutical distribution. Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores (CSAT), using data to drive continuous improvement. Handle escalated customer issues, collaborate with cross-functional teams including sales, operations, and quality assurance, and ensure compliance with FDA regulations and industry standards. Foster a customer-centric culture, analyze feedback trends, and recommend process enhancements to optimize service delivery and reduce churn. Required Qualifications: Bachelor's degree in Business Administration, Healthcare Management, or a related field; Master's degree preferred. Minimum of 5 years of experience in customer service management, ideally within healthcare, pharmaceuticals, or biotechnology industries. Proven track record of leading teams in high-volume call centers or service environments. Strong understanding of CRM systems and healthcare compliance requirements. Skills: Exceptional leadership and team-building abilities with a focus on motivation and development. Advanced communication skills, both verbal and written, for interacting with diverse stakeholders. Proficiency in data analysis tools like Excel, Tableau, or similar, and customer service platforms such as Zendesk or Salesforce. Problem-solving expertise to resolve complex issues efficiently. Knowledge of healthcare regulations, including HIPAA and FDA guidelines, is highly desirable. Company Info: Grifols is a leading global healthcare company with over 110 years of history, operating in more than 110 countries. We specialize in therapeutic plasma proteins, transfusion medicine, and clinical diagnostics, touching millions of lives annually through innovative treatments for rare diseases, immunodeficiencies, and more. Our North Carolina facility plays a crucial role in our U.S. plasma collection network, emphasizing safety, innovation, and community impact. Benefits: Competitive compensation package with performance-based incentives. Comprehensive health, dental, and vision insurance, plus company-paid life insurance. Generous 401(k) matching, paid time off, parental leave, and employee assistance programs. Professional development opportunities including tuition reimbursement and leadership training. Growth Opportunities: Advance your career within Grifols' global network through internal promotions, rotational programs, and access to executive mentorship. We invest in your success with ongoing training in emerging technologies and leadership development, positioning you for roles in operations management, regional directorship, or corporate strategy.