Customer Service Senior Manager / Manager

About the Role

As a leader in the Customer Service department, you will oversee the overall operations, coordinating personnel and workflows between the order and dispatch teams. You will address challenges promptly by collaborating with internal and external stakeholders, including sales and marketing teams, to develop and implement solutions. Additionally, you will work closely with third-party logistics (3PL) providers to ensure optimal staffing, identify process improvements, and align resources for efficient order management. This role also involves leading ESP operations and driving strategic improvements within Commercial Operations based on KPIs and company-wide initiatives.

Responsibilities

• Oversee and coordinate daily operations within the Customer Service department, aligning personnel and workflows.
• Collaborate with team leaders in the order and dispatch departments to manage resources effectively.
• Quickly address and resolve issues by working with internal teams and external stakeholders (e.g., sales, marketing) to implement solutions.
• Manage and optimize 3PL operations, ensuring adequate staffing and identifying areas for improvement in outsourced workflows.
• Understand and act on Commercial Operations KPIs, aligning efforts with strategic goals and driving continuous improvement.
• Lead the management and operation of ESP (Enterprise Service Platform) processes.
• Participate in cross-departmental and company-wide projects as a leader in Commercial Operations.
• Oversee and improve core business processes within the AS400 system, including system upgrades and next-generation implementations.

Requirements

• Bachelor’s degree or higher (preferably in business, logistics, or systems-related fields).
• Experience in customer service, particularly in handling customer inquiries and issue resolution.
• Ability to prioritize tasks and make responsible decisions in high-pressure situations.
• Career aspirations toward managing and overseeing broader operations.
• Hands-on experience with enterprise systems such as SAP, Oracle, or AS400 modules.
• Proficiency in English to communicate and execute projects with global stakeholders.
• Experience with SAP system implementation projects.
• Experience working with international teams or on global projects.

Preferred Qualifications

• Experience in the medical device industry, particularly with loaner/consignment business models.
• Advanced Excel skills for managing and analyzing large datasets.
• Strong communication skills to collaborate effectively with cross-functional teams without hesitation.