Customer Service Manager

Title: Customer Service Manager

Department: Customer Service

Reports to: Director of Operations

This position is responsible for all day-to-day operations of the Customer Service Department. This position governs and is responsible for the department’s results, goal setting, policy and procedure development, performance management, and internal and external customer service. The position works with vendor clients such as hospitals, medical clinics, and other medical facilities around the country. This is a highly collaborative position that works at a fast paced, solutions-driven, interactive workplace.

Essential Functions and Duties:

• Lead customer service team to generate quotes, work orders, and purchase orders, determine pricing, billing, and invoicing.
• Communication between shipping, receiving, repair schedulers, accounting, and the customer service department.
• Coordinate, communicate, and track the progress of both repair and manufacturing orders that are vitally important to our clientele.
• Communicate status and timelines across multiple departments in a timely manner.
• Collaborates with Sales team, other leaders, and other departments as needed.
• Reporting backup.
• Leads contract management.
• Provides leadership, coaching, and other supervisory tasks as needed.
• Provides training and coaching to employees in Customer Service Department.
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
• Interact with customers daily, responding to their questions and guiding them to the appropriate service.
• Administer an effective customer loyalty program.

Non-Essential Functions and Duties:

• Special projects as assigned.
• May be required to drive company van to pick up packages.

Required Education or Certifications:

• High School graduate or equivalent.
• Valid driver’s license is required.
• Minimum of three (3) years’ experience performing customer service experience in a fast-paced environment is required. 
• Experience using multiple-department and fully integrated MRP/ERP computer systems is preferred but not required. 
• This position must successfully utilize the Microsoft Office suite of products to include Word, Outlook, Excel, and PowerPoint.  

Collaborative and Supervisory Demands:

This is a highly collaborative position which requires coaching, mentoring, and training skills. This position must understand and communicate advanced manufacturing methods and practices. This position also requires advanced communication skills with cross- functional teams, customers, and outside engineers. 

Physical Demands:

This position, throughout each day, will predominantly be required to sit, stand, and walk. This work is performed at a desk-type workstation and has highly repetitive computer keyboard ergonomic performance elements. Repetitive and continuous data entry is required. While picking up packages from Fed Ex and UPS, will be required to enter/exit and operate a van. Based upon the relationship to manufacturing and production, the ability to move or transport goods and materials, up to 50 pounds unaided, is required. 

Safety Requirements:

Each position with BPI Medical must demonstrate, 100% of the time, that they can perform each required and assigned task in a manner which is safe. BPI team members should not perform any task which is considered unsafe. Immediate partnership with management is required to redesign or reengineer the work activity in a manner which removes or mitigates the safety concern.

Working Conditions:

This is an indoor-based position located in a repair facility. The work is generally a mix between sitting and standing, predominantly sitting. Moderate but rare lifting, up to 70 pounds unaided, is important but not required. A flexible work schedule, based upon work-flow and hospital demand, is required.

Other Duties:

Please note this job description is not designed to represent a comprehensive listing of activities, duties or responsibilities that are required of this position. Other duties, responsibilities and business-related activities may be assigned or modified at any time with or without notice.

Lean:

Every position at BPI Medical is expected to actively participate in lean manufacturing-oriented continuous improvement programs. These programs include lean techniques as 5-S, Kaizen, Kanban, value-stream mapping, and JIT. Participation in these activities should be actively demonstrated, in both work and culture, in our continuous improvement workplace.