Sr. Customer Service Manager

About the role

The Senior Customer Service Manager will lead the day-to-day customer service and customer sales operations for the Avalign German Surgical instruments business, ensuring an exceptional customer experience while driving operational efficiency, sales support, accountability, and continuous improvement.

Responsibilities

• Directly manage and provide daily leadership to Customer Sales Representatives.
• Responsible for managing a quota-based Inside Sales Team.
• Establish clear expectations, priorities, goals, and performance standards for the customer service team.
• Maintain strong working knowledge of CRM, ERP, order management, customer service, communication, reporting, and other business applications.
• Analyze information and communicate findings clearly to both operational teams and site leadership.
• Develop meaningful reports that transform raw data into actionable business insights.

Requirements

• Bachelor's degree required. Degree in Business, Operations, Supply Chain, Sales, or a related field preferred.
• 3 to 5 years of customer service, inside sales, sales operations, or related experience, with demonstrated leadership experience.
• Experience managing and developing a customer service or inside sales team.
• Experience in medical devices, surgical instruments, healthcare, manufacturing, distribution, or another technical product environment preferred.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to manage through KPIs and measurable performance objectives.
• Advanced Microsoft Excel skills.
• Strong proficiency with Microsoft Office and modern business technology.
• Experience with CRM and ERP systems; experience implementing or optimizing business systems is a plus.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Able to manage competing priorities in a fast-paced environment.
• Strong decision-making skills with the ability to take ownership and act independently.

Qualifications

• Self-starter who thrives in a fast-paced environment.
• Quick learner who is always ready to gain depth of knowledge in manufacturing processes.
• Reliable individual who knows the importance of showing up when it counts.
• Able to plan and execute plans across teams.
• Effective communicator, both written and verbal.

Skills

• Microsoft Office
• CRM and ERP systems
• Communication and reporting tools
• Customer service and sales operations
• Problem-solving and analytical skills

Benefits

• Competitive compensation and benefits package
• Comprehensive medical, dental, and vision insurance
• Paid vacation and 10 observed paid holidays per year
• Employer funded Basic Life and AD&D insurance
• Employer funded STD and LTD insurance
• Tuition reimbursement
• Grossly generous 401(k) with company match
• Great employee referral bonus program
• Free resources such as travel assistance, EAP, etc.

Pay

Competitive compensation and benefits package

Schedule

Flexible schedule to accommodate the needs of the position and the customer base.