Job Title: Customer Service Manager

Department: Operations

Reports To: EVP and General Manager, US Operations

FLSA Status: Exempt

Position Summary: The Customer Service Manager will be work with the Commercial team and interface with US -based hospital groups that utilize our product.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Track and manage shipments to ensure timely delivery to hospital groups, using the ERP system.

· Processing orders timely, including direct from customer, consignment and product returns.

· Prioritize problem solving with the commercial team to maintain and contribute to the expansion of client relationships.

· Resolve billing issues promptly and accurately.

· Handle client complaints with professionalism and efficiency, escalate issues to management as needed.

· Able to manage cross-functionally, working with colleagues in supply chain management, sales operations, and quality teams.

Competencies: To perform the job successfully, an individual should demonstrate the following.

Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

Building a Team – Willing to “roll up his/her sleeves” to get work done and define working processes at the time of commercial launch. Skilled at building and training a strong team as the business needs justify the additional headcount.

Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

· Bachelor's degree from four-year college or university; or five to ten years related experience and/or training; or equivalent combination of education and experience.

Supervisory Responsibilities: Responsible to hire and supervise customer service team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is typically moderate.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.