Customer Service Manager

Position Summary The Customer Service Manager is responsible for leading the customer service function within a medical device manufacturing environment. This role ensures exceptional customer support, efficient order management, complaint handling, and cross-functional coordination while maintaining compliance with applicable quality and regulatory requirements, including ISO 13485, FDA and other applicable regulations. The Customer Service Manager oversees the customer service team, drives continuous improvement initiatives, and acts as the primary liaison between customers, sales, production, quality assurance, and supply chain teams to ensure customer expectations are met or exceeded. Key Responsibilities Customer Service Leadership Lead, coach, develop, and evaluate Customer Service Representatives. Establish team goals, KPIs, and service standards. Foster a customer-centric culture focused on responsiveness, professionalism, and accuracy. Conduct regular performance reviews and provide ongoing training and development. Customer Relationship Management Serve as the primary escalation point for customer concerns and complex inquiries. Build and maintain strong relationships with customers, distributors, healthcare providers, and other stakeholders. Ensure timely resolution of issues affecting customer satisfaction. Support customer retention and account growth initiatives. Order Management Oversee order entry, order processing, scheduling, and fulfillment activities. Ensure customer orders are processed accurately and in accordance with quality procedures. Monitor order status and proactively communicate delays or supply constraints. Collaborate with planning, production, and logistics teams to maintain delivery commitments. Cross-Functional Coordination Partner with Sales, Production, Supply Chain, Quality Assurance, Regulatory Affairs, and Finance teams to resolve customer issues. Facilitate communication between internal departments to ensure alignment on customer priorities. Participate in demand planning and forecasting discussions. Performance Monitoring and Reporting Develop and monitor customer service metrics including: Order accuracy On-time delivery Customer satisfaction Complaint resolution time Backorder levels Response times Prepare and present regular performance reports to management. Identify trends and implement corrective actions to improve service performance. Continuous Improvement Identify opportunities to improve customer service processes and workflows. Lead initiatives to enhance efficiency, customer satisfaction, and operational effectiveness. Support ERP, CRM, and quality system improvements. Participate in Lean Manufacturing and continuous improvement programs. Qualifications Education Bachelor's degree in Business Administration, Commercial Account management or a related field preferred. Equivalent combination of education and experience may be considered. Experience 5+ years of customer service experience in a manufacturing environment. 2+ years of supervisory or management experience. Experience in medical device, pharmaceutical, healthcare, or other regulated industries strongly preferred. Experience with ERP and CRM systems. Knowledge and Skills Strong understanding of customer service best practices. Knowledge of medical device regulatory requirements and quality systems. Understanding of ISO 13485 and GMP environments. Excellent leadership and team development skills. Strong problem-solving and conflict-resolution abilities. Effective written and verbal communication skills. Proficiency in Microsoft Office and ERP systems. Ability to manage multiple priorities in a fast-paced manufacturing environment. Strong analytical and reporting capabilities. Key Performance Indicators (KPIs) Customer satisfaction score (CSAT) On-time delivery performance Order accuracy rate Customer complaint resolution cycle time Customer retention rate Backorder performance Team productivity and service levels Em…

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