Customer Service Operations Manager
About the role
At Norwood Medical, the work you do matters. Every precision component we manufacture plays a role in helping surgeons perform procedures that improve and save lives around the world. From robotic-assisted surgery to minimally invasive medical technologies, our products are trusted in operating rooms where quality and precision make a difference. Norwood Medical is seeking a Customer Service Operations Manager to lead customer order management and operational coordination in a fast-paced manufacturing environment. This is a working-manager role, combining hands-on responsibility with functional leadership. The ideal candidate is customer-focused, highly organized, and comfortable balancing customer needs with operational capacity and business priorities.
Responsibilities
- Manage customer purchase orders, sales orders, order changes, and delivery commitments.
- Serve as a primary point of contact for customers regarding orders, schedules, delivery status, and escalations.
- Partner with Planning, Operations, Sales, and other departments to coordinate order fulfillment.
- Identify delivery risks and proactively communicate changes and recovery plans to customers.
- Lead resolution of customer complaints, order issues, and escalations.
- Provide day-to-day direction, support, and coaching to Customer Operations team members.
- Monitor open orders, customer requirements, and delivery performance.
- Support customer meetings and cross-functional initiatives.
- Identify and implement process improvements that improve order accuracy, customer responsiveness, and operational efficiency.
- Serve as a subject matter expert for customer order management and fulfillment processes.
Skills
- Bachelor's degree in Business, Supply Chain, Operations, or related field preferred; equivalent experience considered.
- 5+ years of experience in customer service,