Job Description

Briohealth Solutions, Inc. is seeking a highly skilled and experienced Customer Service Manger to lead and oversee our Customer Service operations. As the Customer Service Manager, you will play a crucial role in managing up our CRM support system and ensuring that our customers receive exceptional support through every interaction with our company. Your leadership will be essential in maintaining our company's reputation for providing outstanding customer care and contributing to the overall success of our organization.

Responsibilities

• Strategic Leadership: Develop and execute a comprehensive Customer Service strategy aligned with the company's goals, aiming to exceed customer expectations, and to improve satisfaction, loyalty, and retention.
• Team Management: Hire, lead, mentor, and develop a team of Customer Service professionals, ensuring a high level of employee engagement, performance, and skill development.
• Process Enhancement: Continuously review and improve Customer Service processes, policies, and procedures to optimize efficiency, effectiveness, and responsiveness.
• Customer Onboarding: Oversee the onboarding of new customers by establishing and implementing terms and conditions, policies, and procedures.
• Order Fulfillment: Support customers throughout the ordering process, from order placement, to purchase, to shipping and receiving.
• Budget Management: Develop and manage the Customer Service department’s budget, ensuring resources are allocated effectively.
• Cross-functional Collaboration: Collaborate with cross-functional teams, including Sales, Finance, Marketing, Clinical Support, Technical Support, Quality Assurance, and Product Development, to address customer needs, provide insights, and drive improvements in products and services.
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs, feedback, and concerns to help shape product development and business strategies.
• Issue Resolution: Manage and resolve escalated customer concerns, ensuring a timely and satisfactory resolution while maintaining a positive customer experience.
• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to Customer Service, providing regular reports and insights to company leadership.
• Training and Development: Develop and deliver training programs for Customer Service representatives, ensuring they have the knowledge and skills to provide accurate and empathetic support.
• Continuous Improvement: Promote a culture of continuous improvement within the Customer Service department, seeking opportunities to enhance processes and exceed customer expectations.
• Customer Communication: Maintain clear and transparent communication with customers, keeping them informed about process updates, service changes, and relevant information.
• Regulatory Compliance: Ensure that all Customer Service activities adhere to relevant medical device regulations and compliance standards.
• Inventory Management: Maintain an accurate accounting of all inventory and oversee shipping and receiving of goods and materials.

Requirements

• Bachelor's degree in a relevant field; advanced degree preferred.
• Proven experience (10+ years) in a leadership role within Customer Service in the medical device or healthcare industry.
• Understanding of medical devices, medical terminology, and patient care processes, ideally possessing familiarity with ventricular assist devices.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, capable of building rapport and effectively resolving sensitive customer issues.
• Analytical mindset with the ability to leverage data to drive informed decisions and process improvements.
• Proficiency in CRM software and other Customer Service tools.
• Familiarity with medical device regulations and compliance standards.
• Strategic thinking and problem-solving abilities to drive Customer Service enhancements aligned with company goals.