Job Description

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.

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