Manager, Customer Service

About Us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing, and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

About the Role

Manage the Customer Service personnel and department.

Responsibilities

• Manage all Customer Service activity against the 4-hour Service Level Agreement.
• Drive consistent improvements to customer experience.
• Conduct employee reviews, development conversations, and ensure superb training and compliance across all SOPs and Work Instructions.
• Provide support to Customer Service employees in all facets of their jobs.
• Able to perform all customer service representative and order entry duties.
• Serve as the point of escalation for customer inquiries, complaints, and feedback.
• Act as the point of contact for the Quality Department in closing customer complaints (QCs).
• Support the Senior Manager, Customer Service & Sales Operations through KPI management and reporting.
• Provide support to the Purchasing Department, Accounts Receivable Department, and Shipping & Receiving Department.
• Maintain a complete understanding of all essential KPIs and reporting, e.g., Held Order Report, Credit Hold, Manual Hold, Blanket PO, and warehouse order status.
• Monitor GHX interface for EDI order processing.
• Using SAP, monitor order statuses and order issues to collaborate with the Warehouse on fulfillment.

Requirements

• 4-year undergraduate degree.
• 5 years of Customer Service Leadership experience.
• In-depth understanding of SAP - Sales and Distribution functions (Customer Service).
• Knowledge of Customer Service best practices – soft skills and operational excellence.
• Highly proficient in all Microsoft suite, including Word, Excel, PowerPoint, Teams, and CoPilot.
• Ability to coach and develop staff while maintaining high levels of engagement.
• Proactively mitigate challenges through cross-functional engagement and intra-team engagement.
• Ability to multi-task effectively.
• Excellent oral and written communication skills.
• Management/Supervisory experience.

Quality Requirements

• Build Quality into all aspects of work by maintaining compliance to all quality requirements.
• Ensure compliance with all FDA and Worldwide Quality & Compliance regulations (as applicable to the job function).
• Must have the education and experience to understand and comply with U.S. and Worldwide medical device regulations (as applicable to the job function).
• Attend all required Quality & Compliance training at the specified interval.
• Adopt the “Beyond Compliance Quality Culture” in the work environment; always meet and exceed requirements.

Environmental/Safety/Physical Work Conditions

• This position is required to work onsite in the office five (5) days (Monday – Friday).
• Minimum 40 hours per week.
• Sit for long periods of time.
• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

$90,000 - $114,100 annually + 8% STIP

Benefits

• Health, Dental, and Vision insurance benefits.
• 401k plan with company match.
• Paid Time Off.
• Wellness initiative & Health Assistance Resources.
• Life Insurance.
• Short and Long Term Disability Benefits.
• Health and Dependent Care Flexible Spending Accounts.
• Commuter Benefits.
• Parental and Caregiver Leave.
• Tuition Reimbursement.