Manager, Customer Service

Getinge•Fraser, MI

1d•$90,000 - $114,100•Onsite

About The Position

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers. Are you looking for an inspiring career? You just found it.

Requirements

In depth understanding of SAP - Sales and Distribution functions (Customer Service)
Knowledge of Customer Service best practices – soft skills and operational excellence
Highly proficient in all Microsoft suite, including Word, Excel, Power Point, Teams, CoPilot
Ability to coach and develop staff while maintaining high levels of engagement
Proactively mitigate challenges through cross functional engagement and intra-team engagement
Ability to multi-task effectively
Excellent oral and written communication skills
Management/Supervisory experience.
4 year Undergraduate Degree.
5 years Customer Service Leadership

Responsibilities

Manage all CS activity against CS 4 hour Service Level Agreement
Drive consistent improvements to customer experience
Conduct employee reviews, development conversations, and ensure superb training and compliance across all SOPs and Work Instructions.
Provide support to Customer Service employees in all facets of their jobs.
Able to perform all customer service rep & order entry duties.
Point of escalation for customer inquiries, complaints, and feedback
Point of contact for Quality Depart. closing customer complaints [QC’s].
Support Sr. Manager, Customer Service & Sales Operations through KPI management and reporting
Provide support to Purchasing Dept, Accounts Receivable Dept and Shipping & Receiving Dept.
Complete understanding of all essential KPIs and reporting: e.g. Held Order Report, Credit Hold, Manual Hold, Blanket PO and warehouse order status
Monitor GHX interface for EDI order processing
Using SAP, monitor order statuses and order issues to collaborate with Warehouse on fulfilment
Build Quality into all aspects of their work by maintaining compliance to all quality requirements.
Ensure compliance to all FDA and Worldwide Quality & Compliance regulations (As applicable to the job function).
Must have the education and experience to understand and comply with U.S. and Worldwide medical device regulations (As applicable to your job function).
Attend all required Quality & Compliance training at the specified interval.
Adopt the “Beyond Compliance Quality Culture” in the work environment; always meet and exceed requirements.