Customer Service Manager for Medical Device Company

PURPOSE OF JOB: 

·        The Customer Service Manager will be responsible for providing each customer with an excellent purchasing experience from Grace Medical.

·        The Customer Service Manager will be responsible for managing the Customer Service Department in order to ensure the profitable and efficient operation of the department as measured by a number of metrics that will be discussed with potential candidates. Examples of such metrics would include: reduced order errors, effective use of customer service personnel time in order to maximize processed orders and outbound customer contacts,

·        The Customer Service Manager will need to interact closely with sales management, distribution, manufacturing planning and purchasing management, accounting and finance, and RA/QA management.

MAJOR DUTIES AND RESPONSIBILITIES: 

·        Collaborate with sales and marketing management in order to review customer service department issues, procedures, and productivity and to ensure that company goals and initiatives are being met;

·        Collaborate with planning and purchasing management to provide information on large orders, to give advance notice of potential inventory shortage issues, and to attain cost savings with suppliers;

·        Collaborate with RA/QA management to understand and ensure compliance with Company procedures and regulatory requirements;

·        Collaborate with accounting and finance management in planning for and evaluating the financial effects of policies and procedures, and dealing with the financial effects of customer service problems;

·        Investigate customer service issues with both internal and external customers and follow through with appropriate company and customer personnel to ensure timely resolution, including at times implementation of procedures to reduce the likelihood of future repetitions of such issues;

·        Development of procedures, policies, and standards to monitor the quality, quantity, and efficiency of order fulfillment, both on incoming and outgoing portions of our customer transactions;

·        Development of reporting to document progress in improvement of customer satisfaction and operational efficiencies;

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree required preferred;

·        Proven work experience in managing customer service, preferably in the medical device field;

·        Excellent knowledge of management methods and techniques;

·        Proficiency in English;

·        Excellent interpersonal skills and leadership qualities;

·        Strong communication skills;

·        Advanced trouble-shooting skills;

·        Ability to multi-task;

·        Strong analytical and problem-solving skills;

·        Ability to learn and understand the regulatory environments in which a medical device company must operate

• ·        Attention to detail