Customer Service and Sales Support Manager

Monaghan Medical • Plattsburgh, NY

3d

About The Position

Monaghan Medical Corporation is seeking a Customer Service/Sales Support Manager to join its growing team. The role focuses on building relationships, ensuring adherence to the quality management system (QMS), capturing the voice of the customer, leading teams in developing and implementing strategic sales tools, and monitoring pricing implementation, including GPO tiers, PCRFs, and GPO rosters. The manager communicates customer feedback throughout the organization and works to improve customer experience and departmental efficiency through digital platforms, SOP creation, and KPI generation.

The position supports a mission-driven medical-device company focused on respiratory health and emphasizes the company’s values of Respect, Integrity, Patient First, Trust, Innovation, and Duty.

Requirements

• Bachelor’s degree, or experience that may equate for education.
• At least five years of customer service experience.
• At least three years of supervisory or leadership experience.
• Outstanding oral and written communication skills.
• Ability to investigate, inquire, and liaise effectively with others when issues arise.
• Detail-oriented, highly responsive, and customer-focused.
• Ability to multitask effectively amid changing priorities and tight deadlines.
• Ability to work well with others and build and maintain positive relationships with internal and external customers.
• Proficiency in Microsoft Office.

Nice To Haves

• Knowledge of the medical-device industry, distribution, or hospital markets.

Responsibilities

• Build relationships with customers and internal stakeholders.
• Ensure adherence to the quality management system (QMS).
• Capture the voice of the customer and communicate customer feedback throughout the organization.
• Lead teams in developing and implementing strategic sales tools.
• Monitor pricing implementation, including GPO tiers, PCRFs, and GPO rosters.
• Proactively improve customer experience and departmental efficiency through digital platform and SOP creation, and KPI generation.
• Investigate and liaise with others to address issues.

Benefits

• Health, dental, and vision insurance with deductible reimbursement plan.
• 401(k) plan with company match and 100% vesting on day one.
• Vacation and sick time.
• Wellness initiative and health assistance resources.
• Life insurance.
• Short- and long-term disability benefits.
• Health Savings Account (HSA) option.
• Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account.
• Employee Assistance Program (EAP).
• Accidental and critical illness insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager