Manager, Customer Service

Manager, Customer Service

Manage the Customer Service personnel and department.

Job Responsibilities and Essential Duties:
Manage all CS activity against CS 4 hour Service Level Agreement Drive consistent improvements to customer experience Conduct employee reviews, development conversations, and ensure superb training and compliance across all SOPs and Work Instructions. Provide support to Customer Service employees in all facets of their jobs. Able to perform all customer service rep & order entry duties. Point of escalation for customer inquiries, complaints, and feedback Point of contact for Quality Depart.

closing customer complaints [QC's]. Support Sr. Manager, Customer Service & Sales Operations through KPI management and reporting Provide support to Purchasing Dept, Accounts Receivable Dept and Shipping & Receiving Dept. Complete understanding of all essential KPIs and reporting: e.g. Held Order Report, Credit Hold, Manual Hold, Blanket PO and warehouse order status Monitor GHX interface for EDI order processing Using SAP, monitor order statuses and order issues to collaborate with Warehouse on fulfilment Required

Knowledge, Skills and Abilities:

In depth understanding of SAP - Sales and Distribution functions (Customer Service) Knowledge of Customer Service best practices – soft skills and operational excellence Highly proficient in all Microsoft suite, including Word, Excel, Power Point, Teams, CoPilot Ability to coach and develop staff while maintaining high levels of engagement Proactively mitigate challenges through cross functional engagement and intra-team engagement Ability to multi-task effectively Excellent oral and written communication skills Management/Supervisory experience.

Minimum Requirements:

4 year Undergraduate Degree. 5 years Customer Service Leadership Quality Requirements:
Build Quality into all aspects of their work by maintaining compliance to all quality requirements. Ensure compliance to all FDA and Worldwide Quality & Compliance regulations (As applicable to the job function). Must have the education and experience to understand and comply with U.S. and Worldwide medical device regulations (As applicable to your job function). Attend all required Quality & Compliance training at the specified interval.

Adopt the "Beyond Compliance Quality Culture" in the work environment; always meet and exceed requirements. Environmental/Safety/Physical Work Conditions:
This position is required to work onsite in the office five (5) days (Monday – Friday) Minimum 40 hours per week. Sit for long periods of time. The physical demands described here are a representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

$90,000-$114,100/annually + 8% STIP