Customer Service Manager

Oct 29, 2024

Job Description:

The Customer Service Manager will be responsible for managing the administrative and operational activity within the Customer
Service Department providing support for all processes and workflows that enable a high-level of efficient customer service. Includes
managing contract administration, pricing and negotiation.

This position will serve as the first point of contact to outside sales force to coordinate efforts and successfully respond to matters
and requests with appropriate level of urgency and assist sales team with customer quotes. Responsible for facilitation of excellent
customer relationships with hospitals, physicians, Purchasing department staff, and other related customers. Act as the primary
contact for intercompany purchase orders for US drop shipments to customers. In addition, responsible for generating and
distributing quotes as needed as well as monitoring demo schedule specific requirements with the sales team.

 

Primary Responsibilities (include, but are not limited to):

Contract Administration

  • Issue new agreements and addendums
  • Redline customer contract terms and conditions
  • Negotiate terms and conditions with customer
  • Interact with Insurance company for customer specific insurance coverage requests
  • Manage price documents & customer notifications

Product Return Requests

  • Manage all product return requests and report any customer complaints per company policy and procedures.

GPO Admin Fees

  • Timely submission of quarterly report and payment to GPO

Product Allocation

  • Monitor incoming product receipts
  • Upload allocation for shipment

Purchasing, Wire Payments and Letters of credit requirements to OUS Distributors

  • Point of contact for purchases, monitor wire payments, Letters of Credit requirements
  • Assist with product registration legalization process, and Letters of Authorization
  • Complaint liaison

Sales Tracings

  • Manage weekly and monthly sales tracings & review open items with rental partners

Knowledge, Skills & Requirements:

  • Bachelor’s degree or an equivalent combination of education and experience
  • Minimum of five years of progressively responsible customer service experience, including a minimum of three years of
    customer service/order management experience working in a medical device company
  • Minimum two years in a management level capacity.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint
  • ERP experience (NetSuite preferred)

You will also have the following:

  • Demonstrated success developing positive working relationships with internal customers, external customers and fellow
    team members.
  • Able to learn other software programs as needed.
  • Keen attention to detail and accurate data input skills
  • Strong interpersonal skills
  • Strong verbal and written communication skills, as well as good listening skills.
  • Strong organizational skills.
  • Good analytical and problem-solving skills
  • Customer service oriented.
  • Ability to multi-task in a fast-paced environment.
  • Adapt well to change.

We are proud to be an equal employment opportunity workplace.