The Customer Service Manager leads the Customer Service team and oversees all internal and external service activities, including order management, kit booking, invoicing, and customer contact with sales teams, healthcare providers, and hospitals. They are responsible for team performance, development, and engagement. The role includes supporting strategy creation, improving customer satisfaction, streamlining processes, standardizing operations, optimizing costs, and managing relationships with local stakeholders.
What you will do
Lead, train, coach, and manage the performance of the customer service team, focusing on talent development and succession planning.
Oversee kit booking and order management processes and teams.
Ensure high levels of customer satisfaction by monitoring interactions, resolving complaints, and improving service quality.
Develop, communicate, and enforce policies and procedures to meet organizational goals and ensure compliance with regulations.
Support and execute the Customer Service strategy, aligned with global and regional objectives.
Streamline processes to enhance efficiency, reduce costs, and improve service quality.
Collaborate with other departments to align customer service with business objectives.
Report and analyze performance, providing insights for strategic planning and decision-making.
What you will need
Required:
Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field.
Advanced proficiency in English and Spanish (written and spoken).
Proven experience in customer-facing roles and order management processes.
Solid experience in people management, including team development and performance oversight.
Preferred:
APICS accredited or professional supply chain accreditation preferred.
Lean Six Sigma Green Belt recommended.
Project Management certification desirable.
Knowledge in Portuguese is desirable.
Work experience in medical device industry is preferred.