Customer Service Manager

The Manager, Customer Service is accountable for leading customer service and order entry in the US. Partner with BPO to lead and develop an effective customer service and order entry team. Work collaboratively with the BPO, sales, global operations, finance and other key stakeholders to optimize the customer experience, drive revenue growth and maximize team productivity.
SUPERVISION RECEIVED
This position is under the direct supervision of the Senior Manager, Order to Cash (Direct).
This position does not have supervisory responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Partner with BPO to lead service delivery team responsible for order entry and customer service to US customers according to terms of agreement.
Primary liaison between BPO and broader Integra organization
Jointly responsible with BPO for performance of Order Entry and Customer Service operations; Deliver on service levels (SLAs) and key performance indicators (KPIs).
Manage customer escalations to a solution or compromise.
Create culture of transparency by developing and sharing operational reporting relevant to OTC processes.
Work collaboratively with other departments to resolve customer inquiries and issues in a timely manner.
Participate in company-wide projects or teams to support the growth and development of new products and services
Foster a culture of continuous improvement; Design and develop plans for continuously improving the quality of contact with customers; Build and shape processes and technologies that deliver innovative capabilities, maximize efficiencies and drive growth.
Key contributor in company-wide projects or teams supporting the growth strategy and business priorities.
Solicit feedback from customers and partners to understand issues and integrate feedback into Customer Experience roadmap; Ensure customer feedback is effectively analyzed, trended and proactively addressed.
Provide knowledge of policies, processes and systems necessary for BPO to carry out their responsibilities
Perform other duties and/or projects, as assigned.
Flexibility to travel 10-20%, including international travel.
Will be required to work during company and public / bank holidays, subject to local law.
This position will require in office work.
Candidate must be currently authorized to work without future sponsorship required.
DESIRED MINIMUM QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill and/or ability required for his position.
Education:
Four (4) year degree (Bachelors) in Business, Finance, Accounting, or comparable work experience.
Experience:
A minimum of 5+ years in Customer Service or related experience
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
Passion for customers and delivering a world-class service experience
Demonstrated critical thinking, problem solving and analytical skills
Sense of urgency and proven ability to work under pressure
Enjoy working in a high-growth setting and have thrived in that dynamic environment.
Attention to detail and strong organizational skills
Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
Ability to speak, read and write in native English. Additional languages are desirable.
Prior experience working with BPO partner desired.
Understanding of Order to Cash processes and related systems.
Experience with Oracle, Salesforce.com desirable.
Additional details:
This role is hybrid with three days onsite in Princeton, NJ and two days remote.

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