Customer Service Manager

About Us

Intersurgical Inc. is a global leader in the fields of anesthesia, respiratory care and medical device manufacturing. We partner with providers, manufacturers and other organizations to supply innovative airway and medical devices that impact the lives of patients every day.

Driven by our commitment to supply high quality medical devices, our team works to deliver best in class products to over 60 countries worldwide.

Our Culture

We celebrate our culture of collaboration and communication. We believe in a workplace where everyone can be their full, authentic selves. We welcome and encourage those with diverse perspectives, veterans, and individuals with disabilities to join our team. We are an ambitious and innovative company and look forward to the unique experiences and different points of view you'll bring to the table while fostering a spirit of communication.

Job Overview

We are seeking an experienced and hands-on Customer Service Manager to join our team. In this role, you will oversee the customer service coordination team, manage day-to-day customer service operations, and ensure that our clients experience seamless order processing, invoicing, and issue resolution. You will actively be involved in the day-to-day tasks, supporting a small but dedicated team of three. As the team leader, you will handle escalated customer issues, provide guidance and coaching to team members, and drive continuous improvement in operational efficiency. This role requires strong leadership skills, a customer-first mindset, and the ability to manage both people and processes effectively.

Key Responsibilities

• Team Leadership & Support: Manage and lead the customer service coordination team, ensuring daily operations are running efficiently. Provide guidance and mentoring to team members to improve customer service, efficiency, and communication.
• Escalation Point for Issues: Serve as the escalation point for any customer service concerns, order discrepancies, or other issues. Work with the team to resolve complex issues promptly, while maintaining high levels of customer satisfaction.
• Order Processing & Sales Order Management: While leading the team, remain actively involved in processing customer orders using MAPADOC and Sage500. Ensure that all daily orders are entered accurately and processed in a timely manner.
• Warehouse & Shipping Coordination: Oversee coordination with warehouse teams (Main Ocean, AML, Samples) to ensure smooth order fulfillment. Track the packing and shipping processes, ensuring orders are shipped on time and that customers are kept informed.
• Invoicing & Returns Oversight: Manage the invoicing process for customers, including overseeing returns and discrepancies. Ensure that all returned packing slips are processed and that invoices are generated through Sage500 or EDI.
• Customer Support Management: Oversee the team's handling of customer inquiries, ensuring that all customer communications are professional, timely, and accurate. Take ownership of complex or high-priority customer issues.
• Cross-Department Collaboration: Work closely with sales, production, shipping, and finance teams to ensure smooth and efficient order fulfillment. Facilitate communication between departments to resolve issues and ensure timely processing.
• Process Improvement: Identify opportunities to improve customer service and operational processes. Collaborate with the VP of Marketing to run process improvement initiatives and implement strategies that align with company goals and customer satisfaction.
• Documentation & Reporting: Maintain organized and accurate records of customer interactions and transactions. Provide regular reporting on team performance and key metrics.
• Additional Management Duties: Perform other managerial duties as assigned, including team scheduling, performance reviews, and helping drive department-wide goals.

Qualifications & Skills

• High school diploma or equivalent; additional education or certification in a related field is a plus.
• Previous experience in customer service, order processing, or invoicing, with at least 3 years in a leadership or supervisory role. Experience in the medical device or healthcare industry is a plus.
• Strong proficiency with Sage500, MAPADOC, and EDI (training provided if necessary).
• Proficiency in Microsoft Office, particularly Excel, for tracking, reporting, and process analysis.
• Excellent leadership, communication, and interpersonal skills. Strong ability to manage and develop a small team.
• Solid problem-solving skills with the ability to handle escalated issues and customer concerns professionally and with empathy.
• Strong organizational skills, with the ability to manage multiple tasks simultaneously and prioritize effectively.
• Basic understanding of accounting principles and experience handling financial documents.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

Requirements

• Must be able to speak, read, and write English fluently.
• Must be able to sit, stand, and/or walk for extended periods.
• Occasionally required to lift up to 50 lbs. when handling returned orders or documents.

Work Environment

• Temperature-controlled facility with office and light manufacturing areas.
• Non-smoking environment with minimal safety hazards. Some exposure to chemical substances in manufacturing areas, but direct handling is not required.
• Company-provided smock and hairnet are mandatory in all controlled production areas.

We are an Equal Opportunity Employer that takes pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

Benefits

We are passionate about the well-being of others and that begins with caring for our people.

• Competitive salary
• Multiple opportunities to be challenged and step up your career in a fast-growth company
• 401k
• ️ Paid Time Off and holidays
• Medical, dental, and vision benefits
• Much more