Sr. Manager, Customer Service and Sales Support

Job Locations US-NJ-Florham Park
ID
2021-1342
Category
Commercial Operations / Customer Service Domestic
Type
Regular Full-Time

Overview

This position reports to the Senior Director of Customer Service and Sales Support.

The Senior Manager of Customer Service role manages the day-to-day operations of the Customer Service Associates whose main responsibilities are the handling of orders, inquiries, inventory management working directly with customers via phone, fax, email and webstore. The Customer Service Associates will report directly to the Senior Manager of Customer Service.  This role will monitor and report all team performance and metrics as well as requested business reports. The ability to think strategically to propose recommendations for process improvements while supporting business growth is crucial.

Responsibilities

  • Demonstrated ability to interact with internal and external customers and business partners in meeting partner business requirements, resolving issues and removing obstacles that impact customer satisfaction.
  • Proven success with key role in cross functional teams building strong business partnerships.
  • Lead and manage the consignment reporting process ensuring timely reporting and inventory reconciliations.
  • Subject matter expert in all processes and proposing recommendations for improvements that will improve accuracy and efficiency in the order to cash process.
  • Monitor the AR aging data to ensure timely payment of all open AR transactions.
  • Develop and initiate customer service best practices through customer interactions and surveys 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.
  • 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 agents and having direct customer interactions while supporting a field sales organization
  • Experience leading, mentoring and developing high-performing Customer Service teams.
  • Effective communication skills, leadership presence and emphasizing excellence in service  
  • Experience in medical device and/or tissue industries preferred

 

Knowledge:

  • Experience with ERP software and inventory management systems
  • Strong knowledge of the commercial order to cash process
  • Intermediate skills in the Microsoft family of products

 

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