Customer Service Manager

Customer Service Manager



Employment Type



Medical Device

Job ID



Our client, a leader in the development, manufacturing and distribution of diagnostic solutions and products, is seeking a Customer Service Manager to join their team in Massachusetts. The ideal candidate will be a strong people manager with a proven track record of success in customer service and leadership. 

Job Description:

The Customer Service Manager develops and implements systems and procedures to ensure effective customer service administration and field support. The Manager also acts as a liaison with field sales and service, internal departments, and customers, and supervises the performance of the Regional Business Coordinators.  

Key Accountabilities:  

  • Manage the day to day administrative and support functions of the Business Administration Customer Service and Service Support groups.  
  • Develop policies and procedures to allow for effective implementation of order entry and customer service follow up associated with a direct order entry department.  
  • Train employees in various aspects of the department and continually monitor phone work to ensure that the quality of responses to customers meet goals for a world class customer service organization.  
  • Monitor and review the performance of Regional Business Coordinators.  
  • Exercise responsibility to hire, transfer, promote, discipline, or discharge employees in accordance with company policies.  
  • Initiate and implement procedures and work standards to meet departmental goals and objectives.  
  • Encourage and provide opportunities for employees to be cross trained in other functional areas of the customer service organization.  
  • Reassign work responsibilities during staff shortages to maintain acceptable response rates to customer inquiries.  
  • Provide field and third-party service personnel guidelines and direction for implementing remote changes to service database.  
  • When necessary, provide remedial and new hire training to field personnel on company systems.  
  • Perform other related duties as assigned or as position requires.  

Job Requirements:

  • Degree in Business Administration, or equivalent.
  • 4+ years of related management experience in a direct distribution customer service environment.  
  • Proven track record of success in customer service and leadership.  
  • Strong business acumen, conflict management skills, planning and organizational skills.  

Contact Information:

Deborah Chermak