Manager, Customer Service
- Build, mentor, and lead a high-performing customer service team.
- Foster a collaborative, inclusive environment that supports professional development through coaching, training, and regular feedback.
- Promote a customer-first mindset and high engagement across the team.
- Oversee timely, accurate processing of orders, inquiries, returns, and complaints to ensure a consistent, high-quality customer experience.
- Serve as the primary point of contact for escalated or sensitive customer issues, resolving them effectively and professionally.
- Manage customer contracts, renewals, pricing updates, and amendments to ensure accuracy and compliance.
- Monitor and report key service metrics, including response times and order accuracy.
- Analyze trends and implement data-driven improvements to enhance performance.
- Lead adoption and optimization of CRM platforms, customer service tools, knowledge management systems, and assist in the implementation of ERP systems as needed.
- Drive continuous improvement initiatives to streamline workflows and adopt best practices.
- Ensure compliance with FDA regulations, ISO standards, and quality system requirements applicable to medical devices.
- Maintain accurate records and participate in internal and external audits.
- Collaborate closely with Sales, Regulatory Affairs, Logistics, Finance, and Supply Chain to align priorities and deliver seamless customer support.
- Partner with Supply Chain teams to proactively manage inventory levels and ensure timely product availability.
- Bachelor’s degree in business, Healthcare Administration, Operations, or related field (required).
- Minimum 5 years of progressive customer service experience, including 2+ years in a supervisory or management role, preferably in medical devices or healthcare.
- Strong working knowledge of FDA regulations, ISO standards, and applicable quality system requirements.
- Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems (e.g., SAP, Oracle).
- Certification in Customer Service Management, Quality Assurance, Six Sigma, or Lean (preferred).
- Experience with healthcare purchasing, reimbursement processes, and medical device logistics.
- Excellent written and verbal communication skills with the ability to manage conflict professionally and empathetically.
- Proven leadership in building engaged, customer-focused teams.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced, regulated environment.
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