Customer Service Manager

GE HealthCare•Arlington Heights, IL

About The Position

The Customer Service Manager is responsible for leading and optimizing the delivery of high-quality customer service to end customers, distributors, and subsidiaries. This role oversees the full order-to-shipment process, ensuring accuracy, timeliness, and compliance with company policies, quality standards, and systems. As a leader within the organization, the Customer Service Manager manages and develops a customer service team, acts as a strategic partner to Sales, Supply Chain, Finance, and Logistics, and serves as an escalation point for complex customer issues. The role is accountable for driving service excellence, building strong customer and internal stakeholder relationships, and leading continuous improvement initiatives that enhance customer satisfaction and supply chain performance. Expected outcomes include leading, coaching, and developing a high-performing customer service team, creating staffing models and schedules to support time-sensitive radiopharmaceutical production and delivery windows (including potential 24/7 or early-morning operations), fostering a customer-centric culture, acting as an escalation point for complex issues, providing strategic direction for order management, ensuring team adherence to established policies, maintaining accountability for order accuracy, partnering cross-functionally to resolve service issues, building strong internal and external relationships, leading continuous improvement initiatives, analyzing service metrics, and ensuring the team maintains strong product knowledge and understanding of end-to-end supply chain processes.

Requirements

Demonstrated experience managing, coaching, and developing customer service or customer facing teams.
Proven ability to lead through change, set priorities, and drive accountability in a fast paced, regulated environment.
Experience setting performance metrics, evaluating results, and implementing improvement plans.
Experience in customer service, customer operations, or order management, preferably within Healthcare, Pharmaceutical, and/or Life Sciences industries.
Strong understanding of order to cash and supply chain processes in a regulated environment.
Proven critical thinking and problem-solving skills with the ability to make sound, timely decisions on complex issues.
Experience analyzing data and KPIs to drive service improvements and support business decisions.
Experience using systems such as SAP, Salesforce.com, Smartsheet, or similar CRM / ERP tools.
High level of proficiency with MS Office applications (Word, Excel, PowerPoint).
Strong written and verbal communication skills, with the ability to influence and collaborate across all organizational levels.
Experience working cross functionally to achieve business and customer outcomes.

Nice To Haves

Multilingual capability is preferable (Spanish desirable)

Responsibilities

Lead, coach, and develop a high performing customer service team, setting clear objectives and performance expectations aligned with company standards.
Create staffing models and schedules to support time‑sensitive radiopharmaceutical production and delivery windows, including potential 24/7 or early-morning operations.
Foster a customer-centric culture that consistently delivers excellent, professional customer service to end customers, distributors, and subsidiaries.
Act as an escalation point for complex or customer issues, ensuring timely resolution and effective communication.
Provide oversight and strategic direction for the receipt, processing, and management of customer orders through company systems, ensuring accuracy, compliance, and efficiency from order entry through shipment.
Ensure team adherence to established policies, procedures, quality standards, and internal controls.
Maintain accountability for the accuracy and completeness of customer orders, quotations, pricing, and customer communications.
Partner cross-functionally with Sales, Supply Chain, Finance, Logistics, Quality, and other stakeholders to proactively identify and resolve service issues, disputes, and root causes.
Build and maintain strong internal relationships to understand service impacts, capacity constraints, and customer requirements.
Establish and nurture strategic, trusted relationships with key customers, distributors, and commercial partners.
Lead continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency across the customer service and supply chain functions.
Analyze service metrics, customer feedback, and performance data to identify trends, risks, and improvement opportunities.
Initiate and drive process optimization, and system enhancements in collaboration with business partners.
Ensure the team maintains strong product knowledge and understanding of end to end supply chain processes to support customers accurately and confidently.