Assistant Manager, Customer Support

Globus Medical

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Position Summary: The Assistant Manager, Customer Support is responsible for ensuring the Customer Service department functions efficiently on a daily basis. The position requires the individual to be a team player with the ability to function well in a challenging and fast-paced environment. Must be enthusiastic, display a positive and professional work attitude, possess excellent team leadership/coaching abilities and have strong skills in areas of dependability, flexibility and maturity. Routinely handle all corporate and personnel confidential information in a discreet, professional manner. The Assistant Manager, Customer Support reports directly to the Customer Support Manager.

Requirements

Five (5) years of previous experience in a customer service supervisory role, preferably in a medical device company
Bachelor's degree preferred
Advanced knowledge of Windows & Microsoft Office
Excellent verbal and written communication skills
Ability to prioritize effectively to meet deadlines

Responsibilities

Work with the Customer Support Manager in maintaining a cohesive Customer Service Department which meets all internal and external customer needs consistently.
Effectively assist in the supervision of the Sales Support employees by adhering to policy, providing guidance and clear direction, coaching and training to overcome deficiency and achieve employee/team success.
Ensure that all requests are processed accurately and on time; research and resolve any issues.
Analyze team workload and track performance of Sales Support Associates.
Accountable for customer complaints and ensure their resolve with 100% customer satisfaction and operate within company's guidelines and Quality Policy.
Ensure that the Department has continuous coverage and provide back-up coverage as needed.
Provide Customer Service reports and data analysis.
Communicate all product concerns to VP Operations, Director of Quality, and Group Engineering Managers.
Follow all procedures outlined in Globus Medical's Quality Policy and ensure that the Customer Service department is in total conformity with the FDA and other government agencies.
Represent the company in a professional manner to regulatory bodies, Medical Board of Directors, Clinical Investigator Groups, Surgeons, and Sales.
Participate in management meetings on strategic initiatives and business planning.
Special projects and duties as assigned.