Customer Service Manager

Job Summary:

We are seeking a dedicated and experienced Customer Service Manager to join our team in the medical devices industry, specializing in spinal implants. The successful candidate will oversee a team of 2-3 customer service representatives, ensuring exceptional service delivery to our clients. This role requires a proactive leader with strong communication skills and a deep understanding of the medical devices sector.

Key Responsibilities:

• Team Leadership: Supervise, mentor, and develop a team of 2-3 customer service representatives, fostering a positive and productive work environment.
• Customer Support: Ensure timely and effective resolution of customer inquiries and issues, maintaining high levels of customer satisfaction.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service function.
• Collaboration: Work closely with the General Manager and Global Sales Manager to align customer service strategies with business objectives.
• Reporting: Prepare and present regular reports on customer service metrics and team performance to senior management.
• Compliance: Ensure all customer service activities comply with industry regulations and company policies.
• Training: Develop and deliver training programs for customer service representatives to enhance their skills and knowledge.
• Feedback Management: Collect and analyze customer feedback to identify trends and areas for improvement.

Qualifications:

• Education: Bachelor's degree in Business Administration, Healthcare Management, or a related field.
• Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory role, preferably in the medical devices industry.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software and CRM systems.
• Ability to analyze data and generate reports.
• Knowledge of industry regulations and compliance standards.

Personal Attributes:

• Problem-Solver: Ability to think critically and resolve issues efficiently.
• Customer-Focused: Strong commitment to providing exceptional customer service.
• Adaptable: Ability to thrive in a fast-paced and dynamic environment.
• Detail-Oriented: Keen attention to detail and organizational skills.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health and dental insurance.
• Opportunities for professional development and career advancement.