The Senior Customer Service Manager will provide strategic oversight and direction to our Customer Service team. This individual will be responsible for the growth and development of the team, driving efficiency, acting as an escalation point for issues, and helping to develop the strategies necessary to reach company goals and objectives. They will work cross functional across the company, fully owning the customer/sales support experience and corresponding company metrics. This is an in-office position (5 days/week), and qualified candidates must be within a commutable distance of the Carlsbad, CA office.
Responsibilities:
Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals
Develop and implement strategies to improve service quality, efficiency, and customer satisfaction
Proactively and successfully partners with key individuals in sales, marketing, and operations to achieve shared goals and objectives
Identify process improvements and technology advancements to streamline processes within the customer service organization
Establish measurements, dashboards, reporting, and analysis to create visibility and accountability within the organization
Provides overall departmental direction and leadership related to business processes, inventory management, and sales order processing
Qualifications:
Bachelor’s degree in business administration or related field
Minimum 10 years of relevant professional work experience required
5 plus years of progressive management experience, including mentoring, developing, and coaching staff to meet/exceed performance expectations and objectives
Experience operating in a highly regulated industry, (medical device, biotech, pharma, etc.) specifically focused on supporting the sales organization
Experience managing projects/cross functions teams related to technology upgrades (Mobile Sales Application experience preferred), process improvements, or other initiatives aimed at enhancing performance and efficiency
Analytical mindset with the ability to interpret data, analyze trends, and make data-driven decisions to improve performance
Skilled user in ERP Systems (NetSuite preferred) and Microsoft Office Suite of Products
Exceptional communication and stakeholder management skills, with proven ability to engage effectively with the Sales team
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Medical Equipment Manufacturing
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