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.