Customer Service Manager

Job title: Customer Service Manager

Job Overview 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 requirement