Customer Service/Operations Manager - Medical Device

Full Time

100% Remote

Prefer candidates to be close to Boston, MA but North East candidates will be considered

Salary - $120-130k base

The Customer Service/Operations Manager will be responsible for the accurate and effective management of case scheduling to cash process and provide excellent service and sales support to our customers. The Customer Service Manager will be an integral part of the Sales Operations team and will be responsible for the successful growth, infrastructure and processes deployment, to support the Company’s growing needs. This position reports to the Director of Sales Operations. As part of a growing company, an entrepreneurial attitude and drive are required.

Moderate travel required is 5-10%.

Main Responsibilities:

• Responsible for managing customer service processes, from case scheduling to accounts receivable.
• Managing, developing and implementing customer service policies and procedures that govern how the company interacts with its customers.
• Developing and updating SOPs and working instructions as the team grows
• Setting up new customer accounts and ensuring that the proper data is collected, organized, and categorized.
• Handling customer complaints and ensuring that they are resolved in a timely and satisfactory manner, including authorizing RMAs.
• Monitoring customer feedback and using it to improve the company's products and services.
• Keeping detailed order and sales records for financial and operational reporting.
• Developing key metrics to maintain operation consistency and identify improvement opportunities.
• Collaborate with cross-functional teams to resolve customer issues and improve processes.

Qualifications:

• 5+ years of experience in a customer service role in healthcare, preferably Medical Devices
• Bachelor's degree in a relevant field, such as business administration, healthcare management, or a related discipline.
• Experience with a CRM and ERP system.
• Experience managing the order to cash process, including account receivables.
• Strong problem-solving and conflict resolution skills
• Proven track record of inter-disciplinary collaboration
• Ability to work in a fast-paced environment.
• Basic understanding of contract management.
• Excellent communication and interpersonal skills

Preferred Qualifications:

• MBA or a Master's in Healthcare Administration
• Certified Healthcare Customer Service Professional (CHCSP)
• Experience with Salesforce and NetSuite
• Experience working with a Third-Party Logistics (3PL)

What We Offer:

• Training and career development, with onboarding programs for new employees
• Financial security through competitive compensation, incentives, and retirement plans
• Health care and well-being programs, including medical, dental, vision, wellness, and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match