Customer Service Manager

Reports to Director, UltraMIST and manages Customer Service Associate(s)

Position Type:  Full Time Employee

Travel Required:  ~ 10%

SUMMARY:

 

The Customer Service Manager role manages the day to day operations of the Customer Service Associates whose main responsibilities are the handling of orders and inquiries both internally and through a 3rd party service provider.  The Customer Service Associates will report directly to the Manager of Customer Service.  In addition, this position will lead the consignment inventory program and manage the reconciliation of all consignment inventory reporting and discrepancies.  The ability to think strategically to propose recommendations for process improvements supporting business growth is crucial.

RESPONSIBILITIES INCLUDE:

  • Demonstrated ability to build and lead a team of customer service professionals in support of SANUWAVE products and services

  • Demonstrated ability to interact with internal and external customers and business partners in resolving issues and removing obstacles that impact customer satisfaction

  • Proven success in managing relationship with 3rd party service provider thus building a strong cross functional team in the process

  • Lead and manage the consignment reporting process and reconcile all discrepancies monthly

  • Subject matter expert in all processes and proposing recommendations for improvements that will improve accuracy and efficiency in the order to cash process

  • Develop and initiate customer service best practices through customer interactions, surveys and focus groups that result in the market viewing the team as a competitive advantage

  • Lead the recruiting, selection, orientation, training and coaching process for current and new employees

  • Monitor the performance of the Customer Service Associates, provide real-time feedback and prepare and deliver performance reviews for continuous improvement and employee development

  • Accomplishes accurate and timely revenue recognition by monitoring daily sales transactions for completeness and closure

  • Possess the ability to think strategically, while managing all day to day activities through multiple channels and prioritizing execution to meet the needs of the customer and the business

 

QUALIFICATIONS:

 

  • Bachelor’s degree with 4+ years of Customer Service experience supervising associates and having direct customer interactions and supporting a field sales organization or equivalent experience 10+ years of direct customer interactions and supporting a field sales organization with 5+ of those years supervising associates

  • Experience leading, mentoring and developing high-performing Customer Service teams.

  • Experience in monitoring and providing feedback to 3rd party service providers

  • Effective communication skills, leadership presence and emphasizing excellence in service  

  • Experience in medical device and tissue industries

 

KNOWLEDGE:

  • Experience with ERP software and inventory management systems (e.g. NetSuite)

  • Experience with CRM software (e.g. Salesforce)

  • Strong knowledge of the commercial order to cash process

  • Intermediate skills in the Microsoft family of products

 

Please email your resume to recruiting@sanuwave.com and include the title of the job in the subject line.  Qualified applicants will be contacted.

SANUWAVE is an Equal Opportunity Employer.

3360 Martin Farm Road, Suite 100 Suwanee GA United States 30024

(770) 419-7525

(770) 419-8634 (fax)

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