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:
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Develop strategies to enhance and expand the reach, impact, and quality of customer support and engagement.
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Manage the day-to-day operations of Customer Success Specialists through multiple Customer Success Coordinators (team leads).
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Collaborate with the team and other areas within the business on the team’s processes, procedures and software to better understand opportunities and risks.
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Define and effectively manage department KPIs.
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Hire/Recruit for a growing team.
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Play a significant role in long-term planning, including creation and implementation of initiatives geared toward excellence.
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Escalates customer inquiries as appropriate.
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Promote product and service education and guidance.
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Follow up with Customer Service team to ensure issues are resolved for order, technical or repair requirements.
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Support sales reps through SalesForce.com reporting.
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Direct a staff with a customer service-oriented demeanor demonstrated at all times.
QUALIFICATIONS:
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5+ years of customer service management experience in medical device industry, with proven track record of managing successful teams.
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Strong leadership, management and mentorship capabilities.
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Ability to develop new procedures, policies and reporting tools to simplify and improve operations.
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Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs.
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Experience with DME and/or medical device manufacturing highly desirable.
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Highly motivated, organized, strong work ethic, attention to detail and able to work effectively with minimum supervision.
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Good organizational abilities, oral communications and interpersonal skills.
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Able to handle multiple tasks and responsibilities while producing high quality work.
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Proven ability to solve problems independently.
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Effectively self-prioritize goals/tasks.