Customer Service Manager

About EBR Systems At EBR Systems, we're not imagining the future of cardiac care. We're building it. We are the team behind the world's first FDA-approved leadless left ventricular endocardial pacing device for heart failure. It's a breakthrough that's redefining what's possible, and it's just the beginning. Based in Silicon Valley, we're advancing the WiSE System, a first-of-its-kind device in cardiac rhythm management. Your work here has a direct line to patients whose lives depend on what we build. We hire people who want to solve hard problems and who care about getting it right. We invest in our people as much as our technology. Expect a collaborative, transparent culture, real career growth in a fast-moving startup, competitive compensation, equity, comprehensive benefits, and generous PTO. If you want your work to matter, EBR is where you belong. SUMMARY OF THE POSITION: The Customer Service Manager oversees the full order-to-cash process, customer order management, CRM administration, and sales operations support. This role partners closely with Manufacturing, Supply Chain, Finance, Quality, and Field Sales to ensure efficient order flow, inventory visibility, accurate sales tracking, and a positive customer experience. The position will lead continuous process improvements, support Salesforce administration and integration efforts, and manage day-to-day customer service operations. ESSENTIAL AND OTHER DUTIES AND RESPONSIBILITIES: Essential Responsibilities: Order Management: Manage order verification for products, product upgrades, service upgrades, demo kits, and internal and external requests. Customer Service Operations: Ensure timely and accurate processing of customer orders while maintaining a high level of customer satisfaction. Vendor Management: Manage relationships with external vendors and service providers supporting customer service operations. Process Improvement: Collaborate with internal and external stakeholders to identify process improvement opportunities and implement best practices within order management and customer service functions. Inventory Coordination: Monitor inventory levels and coordinate with Manufacturing and Supply Chain to support product availability and fulfillment requirements. Forecasting and Planning: Conduct inventory forecasting and monitor backorders, lead times, and supply constraints. Issue Resolution: Investigate and resolve order-related issues, discrepancies, and customer concerns. Cross-Functional Collaboration: Partner with Manufacturing, Supply Chain, Field Sales, Finance, and Quality to support business objectives. CRM Administration: Support the implementation, enhancement, integration, and ongoing optimization of Salesforce and related business systems. Documentation and Reporting: Maintain accurate records, reports, and documentation within Microsoft Excel, MasterControl, Salesforce, and other business applications. Other Responsibilities: Manage Field Sales credential verification through MasterControl. Audit device tracking processes within MasterControl and coordinate corrective actions with the Quality team. Support department initiatives and special projects as assigned. Perform other duties as assigned. SUPERVISORY RESPONSIBILITIES: Yes. This position supervises one Customer Service Representative and is responsible for providing day-to-day direction, workload prioritization, coaching, development, and performance management. The manager ensures customer inquiries, escalations, and operational issues are addressed accurately, consistently, and promptly. QUALIFICATIONS: Education and Required Experience: Associate's degree required; bachelor's degree preferred. 7+ years of experience in customer service, order management, sales operations, medical device operations, or a related field. Experience supporting order-to-cash processes within a regulated industry environment. Experience working cross-functionally with Supply Chain, Manufacturing, Sales, and Finan…

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