Sr. Customer Service Manager

The Senior Customer Service Manager will lead the day-to-day customer service and customer sales operations for the Avalign German Surgical instruments business ensuring an exceptional customer experience while driving operational efficiency sales support accountability and continuous is an analytical forward-thinking leadership role responsible for managing and developing a team of Customer Service and Inside Sales Representatives monitoring key performance indicators (KPIs) identifying trends and opportunities and implementing processes that improve customer satisfaction experience productivity and ideal candidate is comfortable working in a fast-paced environment and can balance people leadership customer service data analysis sales support technology and operational execution. They should be highly proficient with Microsoft Office and comfortable learning and leveraging the latest business software CRM ERP communication reporting and automation Youll Do:Directly manage and provide daily leadership to Customer Sales for managing a quota-based Inside Sales Team. Establish clear expectations priorities goals and performance standards for the customer service team. Monitor daily workloads customer inquiries orders follow-ups and team training opportunities and develop team members to improve product knowledge customer service skills sales effectiveness and operational closely with Sales leadership to align customer service activities with revenue and customer-retention with Operations and Inventory teams to address availability fulfillment and delivery with Quality and Regulatory teams when customer issues involve product quality or recurring customer feedback and market trends to leadership and relevant as a technology-forward leader who continually evaluates opportunities to improve customer service through software automation reporting and workflow strong working knowledge of CRM ERP order management customer service communication reporting and other business in strategic initiatives designed to improve the companys overall customer experience. Analyze information and communicate findings clearly to both operational teams and site meaningful reports that transform raw data into actionable business Youll Need:Bachelors degree required. Degree in Business Operations Supply Chain Sales or a related field preferred.3 to 5 years of customer service inside sales sales operations or related experience with demonstrated leadership managing and developing a customer service or inside sales in medical devices surgical instruments healthcare manufacturing distribution or another technical product environment analytical and problem-solving ability to manage through KPIs and measurable performance Microsoft Excel proficiency with Microsoft Office and modern business with CRM and ERP systems; experience implementing or optimizing business systems is a written and verbal communication organizational skills and attention to to manage competing priorities in a fast-paced decision-making skills with the ability to take ownership and act independently.