Customer Service Manager-Manufacturing-Billerica

Oversee the administrative and operational functions within the Customer Service Department.

Manage your business and get the chance to work cross-functionally across a tight knit, efficient group.

Client Details

My client is is a medical technology company that specializes in advanced surgical solutions. Known for its precise laser-based surgical systems,my cleint designs tools primarily used in minimally invasive procedures across various medical fields, including otolaryngology, neurosurgery, and gynecology. The company focuses on enhancing surgical precision, reducing recovery times, and improving patient outcomes by providing innovative, flexible fiber laser technology that allows for safe and accurate tissue cutting.

Description

Contract Administration

• Issue new agreements and addendums
• Redline customer contract terms and conditions
• Negotiate terms and conditions with customers
• Coordinate with insurance providers on customer-specific coverage requests
• Manage price documentation and customer notifications

Product Return Requests

• Handle all product return requests and document any customer complaints per company policies and procedures

GPO Administration Fees

• Ensure timely submission of quarterly reports and payments to GPO

Product Allocation

• Track incoming product receipts
• Upload allocation data for shipment

Purchasing, Wire Payments, and Letters of Credit for OUS Distributors

• Serve as the primary contact for purchases, monitor wire payments, and fulfill Letters of Credit requirements
• Assist with product registration legalization and Letters of Authorization

Complaint Liaison

Sales Tracings

• Manage weekly and monthly sales tracings and review outstanding items with rental partners

Profile

Knowledge, Skills & Requirements:

• Bachelor's degree or a comparable combination of education and experience
• At least five years of progressively responsible experience in customer service, including a minimum of three years in customer service or order management within a medical device company or manufacturing setting.
• Minimum of two years in a management-level role
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint
• ERP experience (NetSuite preferred)

Additional Qualifications:

• Proven success in building positive relationships with internal and external customers, as well as with team members
• Ability to learn additional software as required
• Strong attention to detail with accurate data entry skills
• Excellent interpersonal, verbal, and written communication skills, along with strong listening abilities
• Well-developed organizational skills
• Good analytical and problem-solving abilities
• Customer service-oriented approach
• Ability to handle multiple tasks in a fast-paced environment
• Flexible and adaptable to change

Job Offer

My client is offering:

$75-$95K on salary depending on level of experience.

Great Benefits.

Opportunity to work with a great group of people. MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.