Manager, Customer Service

Job Title: Manager, Customer Service

Supervisor/Manager Title:

Senior Director of Global Commercial Operations and Strategy

Job Description Summary:

The Customer Service Manager will lead a dedicated customer service team committed to delivering exceptional support to healthcare providers and medical device customers. In this role, you will oversee daily operations, drive a culture of customer-centric excellence, resolve escalations, and ensure compliance with all regulatory requirements and company standards. You will also play a key role in optimizing processes that directly impact patient care and organizational success.

Key Responsibilities:

Team Leadership & Development

• Build, mentor, and lead a high-performing customer service team.
• Foster a collaborative, inclusive environment that supports professional development through coaching, training, and regular feedback.
• Promote a customer-first mindset and high engagement across the team.

Customer Support Operations

• Oversee timely, accurate processing of orders, inquiries, returns, and complaints to ensure a consistent, high-quality customer experience.
• Serve as the primary point of contact for escalated or sensitive customer issues, resolving them effectively and professionally.
• Manage customer contracts, renewals, pricing updates, and amendments to ensure accuracy and compliance.

Performance Management & Reporting

• Monitor and report key service metrics, including response times and order accuracy.
• Analyze trends and implement data-driven improvements to enhance performance.
• Lead adoption and optimization of CRM platforms, customer service tools, knowledge management systems, and assist in the implementation of ERP systems as needed.

Process Improvement & Compliance

• Drive continuous improvement initiatives to streamline workflows and adopt best practices.
• Ensure compliance with FDA regulations, ISO standards, and quality system requirements applicable to medical devices.
• Maintain accurate records and participate in internal and external audits.

Cross-Functional Collaboration

• Collaborate closely with Sales, Regulatory Affairs, Logistics, Finance, and Supply Chain to align priorities and deliver seamless customer support.
• Partner with Supply Chain teams to proactively manage inventory levels and ensure timely product availability.

Required Education and Experience:

• Bachelor’s degree in business, Healthcare Administration, Operations, or related field (required).
• Minimum 5 years of progressive customer service experience, including 2+ years in a supervisory or management role, preferably in medical devices or healthcare.
• Strong working knowledge of FDA regulations, ISO standards, and applicable quality system requirements.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems (e.g., SAP, Oracle).

Skills and Abilities Required for This Job:

• Certification in Customer Service Management, Quality Assurance, Six Sigma, or Lean (preferred).
• Experience with healthcare purchasing, reimbursement processes, and medical device logistics.
• Excellent written and verbal communication skills with the ability to manage conflict professionally and empathetically.
• Proven leadership in building engaged, customer-focused teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, regulated environment.