Customer Service Manager
About The Position
Novo Health Services is seeking a highly motivated and customer-focused Customer Service Manager to lead account management activities, customer service operations, and client relationship initiatives within our healthcare service network. This role serves as a critical link between customers and operational teams, ensuring exceptional service delivery, proactive communication, and effective resolution of customer concerns. The ideal candidate will possess strong leadership skills, operational knowledge, and a passion for building long-term customer relationships. This position works closely with distribution, operations, production, and healthcare clients to support service excellence and continuous improvement initiatives.
Requirements
- Bachelor's degree in Business Administration, Supply Chain Management, Healthcare Administration, or a related field.
- Minimum 3–5 years of experience in customer service, account management, operations, logistics, or supply chain environments.
- Minimum 2 years of leadership or supervisory experience.
- Proven ability to build and maintain strong customer relationships.
- Experience resolving customer concerns and managing service recovery efforts.
- Strong organizational, problem-solving, and decision-making skills.
- Proficiency with Microsoft Office applications, particularly Excel.
- Ability to communicate effectively with frontline employees, customers, and senior leadership.
Nice To Haves
- Experience supporting healthcare, hospital, or medical service environments.
- Knowledge of inventory management, logistics, or distribution operations.
- Experience managing customer accounts in a service-based industry.
Responsibilities
- Lead and mentor Account Service Representatives (ASRs) responsible for customer account management and inventory control activities.
- Develop and maintain strong relationships with healthcare customers and key stakeholders.
- Serve as the primary liaison between customers and operational teams to ensure service expectations are met.
- Conduct regular customer visits to assess service performance, identify opportunities for improvement, and strengthen partnerships.
- Support new customer implementations and onboarding activities to ensure a seamless transition and positive customer experience.
- Guide ASRs in addressing customer concerns, product issues, and service complaints to achieve timely and satisfactory resolutions.
- Investigate recurring service issues and implement corrective actions to prevent future occurrences.
- Monitor customer satisfaction and identify opportunities to improve service delivery.
- Collaborate with cross-functional teams to address customer needs and resolve operational challenges.
- Provide coaching, guidance, and performance management for Account Service Representatives.
- Foster a culture of accountability, customer focus, and continuous improvement.
- Support employee development through training, mentoring, and ongoing feedback.
- Promote collaboration between customer service, operations, logistics, and production teams.
- Partner with operations and logistics teams to ensure efficient service delivery and inventory management.
- Analyze customer service metrics, account performance, and operational data to identify trends and improvement opportunities.
- Assist in developing and implementing process improvements that enhance customer satisfaction and operational efficiency.
- Support strategic initiatives related to service quality, account growth, and operational excellence.
- Participate in special projects and organizational initiatives as assigned.
- Support compliance with customer-specific requirements, safety standards, and company policies.
Benefits
- Growth and advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
