We are seeking a Customer Service Manager to lead a small team of customer service representatives who work closely with both internal and external customers. This onsite role in the Greater Orlando area is ideal for a strategic thinker with exceptional leadership skills and a proven track record of developing high-performing teams. The ideal candidate will have experience in the medical device or healthcare sector, with familiarity in medical device regulations and industry standards. In this role, you will play a pivotal part in ensuring exceptional customer satisfaction, optimizing service operations, and contributing to the overall success of our organization.
RESPONSIBILITIES:
Team Leadership:
- Lead and mentor a customer service team, fostering a positive and collaborative work environment.
- Develop and implement training programs to enhance team members' skills and product knowledge.
Customer Relationship Management:
- Oversee customer inquiries, issues, and concerns, ensuring timely and effective resolution.
- Establish and maintain strong relationships with key customers and stakeholders.
Process Improvement:
- Continuously evaluate and enhance customer service processes to optimize efficiency and effectiveness.
- Collaborate with cross-functional teams to address root causes of customer issues and implement corrective actions.
Data Analysis:
- Utilize customer feedback and data to identify trends and opportunities for improvement.
- Generate regular reports on key performance indicators and customer satisfaction metrics.
KNOWLEDGE, SKILLS, AND ABILITIES:
Industry Knowledge:
- In-depth understanding of the medical device industry, regulatory requirements, and customer expectations.
Communication Skills:
- Exceptional verbal and written communication skills for interacting with customers and internal teams.
Problem-Solving:
- Proven ability to analyze complex issues and develop innovative solutions.
Leadership:
- Strong leadership and interpersonal skills to motivate and guide the customer service team.
CRM Systems:
- Experience with customer relationship management (CRM) systems for efficient customer interactions.
Technical Aptitude:
- Familiarity with medical device technologies and terminology.