CUSTOMER SERVICE MANAGER

  

SUMMARY:

This role manages functions that interact with customers to identify and assess needs in order to respond to product inquiries, orders and performance and/or repair issues, ultimately delivering solutions with exceptional service. Areas of responsibility include orders, technical/clinical and service.

Medical Device industry experience required!

RESPONSIBILITIES:

  • Develop strategies to enhance and expand the reach, impact, and quality of customer support and engagement.

  • Manage the day-to-day operations of Customer Success Specialists through multiple Customer Success Coordinators (team leads).

  • Collaborate with the team and other areas within the business on the team’s processes, procedures and software to better understand opportunities and risks.

  • Define and effectively manage department KPIs.

  • Hire/Recruit for a growing team.

  • Play a significant role in long-term planning, including creation and implementation of initiatives geared toward excellence.

  • Escalates customer inquiries as appropriate.

  • Promote product and service education and guidance.

  • Follow up with Customer Service team to ensure issues are resolved for order, technical or repair requirements.

  • Support sales reps through SalesForce.com reporting.

  • Direct a staff with a customer service-oriented demeanor demonstrated at all times.

QUALIFICATIONS:

  • 5+ years of customer service management experience in medical device industry, with proven track record of managing successful teams.

  • Strong leadership, management and mentorship capabilities.

  • Ability to develop new procedures, policies and reporting tools to simplify and improve operations.

  • Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs.

  • Experience with DME and/or medical device manufacturing highly desirable.

  • Highly motivated, organized, strong work ethic, attention to detail and able to work effectively with minimum supervision.

  • Good organizational abilities, oral communications and interpersonal skills.

  • Able to handle multiple tasks and responsibilities while producing high quality work.

  • Proven ability to solve problems independently.

  • Effectively self-prioritize goals/tasks.

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