US Customer Solutions Manager

The US Customer Solutions Team provide Biocair’s clients and employees with technical support and market-leading solutions that are appropriate based on clients’ needs, delivered efficiently, and produce the highest levels of service and satisfaction.

The US Customer Solutions Manager will lead the Customer Solutions Team to provide project management and tailored expertise in the design and implementation of appropriate logistical solutions for our customers, supporting our vision and overall business strategy.

Responsibilities will include:

• Be responsible for the overall design of specialized logistical solutions, to meet client needs through liaison/consultation in conjunction with all relevant stakeholders, internal departments and business units
• Act as the first point of contact during the set-up of key client projects that require specialist packaging, specialist handling, lane analysis, cost review, solutions review etc. in collaboration with clients and their project teams and/or clinical sites
• Provide a consultative approach and analytical thinking during the set up and development of specialist client projects to provide optimal solutions for both the client and Biocair
• Assist in the analysis and review of supplier costs to help maintain and improve Biocair’s profitability
• Provide support in the review and development of Operational SOP’s and Work Instructions to improve and optimize the way we work
  
• Ensure that all new projects are implemented optimally and successfully – ensure operations teams are fully briefed and trained, and where necessary, take the “hands-on” lead in ensuring that initial shipments are performed correctly and to clients’ satisfaction
  
• Ensure implementation and application of all elements of the Biocair quality management system (SOP’s, Work Instructions, Document Templates etc.)
• Develop solutions that deliver efficiency savings or cost savings to key clients
• Provide strong leadership to areas of responsibility. Driving a culture of performance where strong performers are rewarded, developed, supported, and underperformance is clearly recognized and addressed
• Coach, mentor, and appraise performance of direct reports
• Develop, implement, and oversee a comprehensive employee well-being strategy that aligns with the organization’s values, culture, and strategic business goals

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community, based on the highest levels of care , expertise and precision ; enabling our customers to retain absolute focus on research and development.

In addition, you will demonstrate these key competencies:

• Demonstrable capability to lead in restructuring and organizational change programs
  
• Project Management experience
  
• Experienced customer care professional with demonstrable success working within the specialist pharmaceutical logistics industry
  
• Proven track record of building and leading high-performing customer & operational teams
• Strong analytical, problem-solving, and decision-making skills
• Strategic thinker with a forward-looking perspective
• Demonstrable experience of leading, developing, and motivating areas of responsibility within a multi-national or global business

In return we offer:

• Between $105,000 - $110,000 per annum, commensurate with experience
• Birthday leave
• Health, vision, and dental insurance
  
• Employee Assistance Program
• 401K with generous match
• PTO

Please note this is a full time role, 40 hours per week, Monday to Friday, 08.30 -17.30 and offered as 100% on-site based at our office in Raleigh.

Applications will close on Tuesday 9th December 2025. Please note that suitable candidates may be invited to interview prior to the closing date and we reserve the right to close the vacancy early should we receive a sufficient number of applications.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All offered candidates are subject to pre-employment screening which includes a denied party background check, a motor vehicle records check, and an E-Verify work authorization check.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches will be rejected. Thank you for your understanding.