SUMMARY OF FUNCTION:
At Medbio, our vision is to be the first-choice manufacturing partner for our customers in advancing healthcare. The Customer Service Manager will play a critical role in achieving this vision by leading a team of Customer Service Representatives (CSRs) across multiple sites to deliver exceptional service and strengthen customer relationships. This leader will drive customer retention by building strong relationships with Medbio’s top accounts, proactively addressing customer needs, resolving escalated issues promptly, and ensuring a consistent customer experience across all Medbio sites.
Major Duties and Responsibilities:
- Build and lead a high-performing team of CSRs across multiple sites, recruiting, coaching, and retaining top talent.
- Establish and track team KPIs to evaluate team performance, ensuring alignment with organizational goals for customer retention and satisfaction.
- Provide ongoing feedback, training, and development to ensure the team consistently delivers excellence.
- Oversee and standardize customer service processes, ensuring alignment across all sites for efficient and consistent service delivery.
- Leverage ERP and CRM systems to create structured workflows that enhance visibility into customer issues, enabling proactive resolution and seamless communication across teams.
- Implement tools and workflows to enhance the accuracy and responsiveness of order management and customer communications.
- Drive continuous improvement in service delivery by identifying and implementing innovative solutions to improve efficiency, satisfaction, and retention.
- Develop and maintain strong relationships with Medbio’s top accounts, serving as a key escalation point and trusted advisor to ensure long-term retention and satisfaction.
- Partner with sales, engineering and operations teams to understand customer needs, identify risks, and implement solutions that enhance loyalty and satisfaction.
- Collaborate with customers and internal teams to maintain accurate and up-to-date customer forecasts.
- Collaborate with sales, operations, and project management teams to drive cross-functional efforts that consistently achieve customers’ on-time delivery expectations.
- Ensure contract compliance, including managing price adjustments for material increases and CPI changes.
- 20-25% travel required
Organizational Relationships:
The Customer Service Manager will report to the Vice President of Sales and collaborate closely with sales, operations, and site-specific teams to ensure the highest level of service delivery.
Experience and/or Educational Requirements:
- 5-10 years of experience in customer service or Inside Sales, with at least 3 years in a management role required.
- Experience managing a remote team required
- Management of a team of 6+ for at least 3 years required
- 3 years of experience in manufacturing required
- Proven track record in driving customer retention strategies, preferably in a manufacturing environment.
- Exceptional leadership, communication, and interpersonal skills, with the ability to influence and inspire remote teams
- Strong analytical skills to manage forecasting, interpret trends, and make data-driven decisions.
- Proficiency in ERP platforms and CRM systems.
- Bachelor’s degree in business administration, Operations Management, or a related field preferred. Relevant industry experience will also be considered
Physical Requirements:
Must be able to perform standard practices required in this role, including attending customer meetings and visiting multiple Medbio sites as needed.
Salary range: $90,000-$120,000 annually.