Customer Service Manager

EBR Systems • Santa Clara, CA

2d • Onsite

About The Position

The Customer Service Manager oversees the full order-to-cash process, customer order management, CRM administration, and sales operations support. This role partners closely with Manufacturing, Supply Chain, Finance, Quality, and Field Sales to ensure efficient order flow, inventory visibility, accurate sales tracking, and a positive customer experience. The position will lead continuous process improvements, support Salesforce administration and integration efforts, and manage day-to-day customer service operations.

Requirements

• Associate's degree required; bachelor's degree preferred.
• 7+ years of experience in customer service, order management, sales operations, medical device operations, or a related field.
• Experience supporting order-to-cash processes within a regulated industry environment.
• Experience working cross-functionally with Supply Chain, Manufacturing, Sales, and Finance teams.
• Strong understanding of order processing, fulfillment, inventory management, and customer service workflows.
• Experience supporting CRM systems and business process integration.
• Ability to work effectively across multiple departments and influence outcomes in a collaborative environment.
• Strong verbal and written communication skills with the ability to effectively support internal and external stakeholders.
• Ability to identify process gaps, analyze data, and implement practical solutions.
• Advanced proficiency with Microsoft Office applications, particularly Excel.
• Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Comfortable operating in a dynamic, growing organization with evolving business needs.

Nice To Haves

• Previous supervisory or team leadership experience preferred.
• Equivalent combinations of education and professional experience may be considered.
• Experience with Salesforce administration, implementation, or integration projects.
• Experience with NetSuite or other ERP systems.
• Experience with MasterControl or other electronic quality management systems (eQMS).
• Medical device industry experience strongly preferred.

Responsibilities

• Manage order verification for products, product upgrades, service upgrades, demo kits, and internal and external requests.
• Ensure timely and accurate processing of customer orders while maintaining a high level of customer satisfaction.
• Manage relationships with external vendors and service providers supporting customer service operations.
• Collaborate with internal and external stakeholders to identify process improvement opportunities and implement best practices within order management and customer service functions.
• Monitor inventory levels and coordinate with Manufacturing and Supply Chain to support product availability and fulfillment requirements.
• Conduct inventory forecasting and monitor backorders, lead times, and supply constraints.
• Investigate and resolve order-related issues, discrepancies, and customer concerns.
• Partner with Manufacturing, Supply Chain, Field Sales, Finance, and Quality to support business objectives.
• Support the implementation, enhancement, integration, and ongoing optimization of Salesforce and related business systems.
• Maintain accurate records, reports, and documentation within Microsoft Excel, MasterControl, Salesforce, and other business applications.
• Manage Field Sales credential verification through MasterControl.
• Audit device tracking processes within MasterControl and coordinate corrective actions with the Quality team.
• Support department initiatives and special projects as assigned.
• Perform other duties as assigned.
• Supervise one Customer Service Representative and is responsible for providing day-to-day direction, workload prioritization, coaching, development, and performance management.
• Ensure customer inquiries, escalations, and operational issues are addressed accurately, consistently, and promptly.

Benefits

• Medical, dental, and vision insurance provided at no cost for employee-only coverage
• 401(k) matching plan
• Paid Time Off – starting at 3 weeks per year
• Competitive salary with opportunities for career growth
• Employee stock options
• Life & AD&D and long-term disability insurance
• Education assistance
• Voluntary commuter benefits and pet insurance
• Weekly company lunches and occasional happy hour events

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree