Manager of Customer Service

Erbe USA Incorporated•Marietta, GA

34d•Hybrid

About The Position

The Manager of Customer Service leads daily customer service operations and sales support for Erbe USA. The position oversees order processing, customer inquiries, product returns, and demonstration equipment coordination while maintaining accurate records, consistent procedures, and effective communication with customers and internal partners.

Requirements

Bachelor’s degree in business or a related field is required. Significant Erbe customer service experience may be substituted for the degree requirement at the company’s sole discretion.
5-7 years’ customer service experience in a medical device or healthcare setting with at least 3 of those years acting in a supervisory capacity required.
Excellent verbal and written communication skills are required.
Must possess strong attention to detail and the ability to build productive relationships with customers and the field sales team.
Strong organizational and prioritization skills, with the ability to meet demanding deadlines, are required.
Strong analytical and problem-solving skills, with the ability to explain complex information clearly and recommend practical solutions.
Significant experience with Microsoft Office Suite is required.
Strong interpersonal skills required with the proven ability to collaborate in a team environment that are cross-functional in nature.

Nice To Haves

Relevant customer relationship management (CRM) and enterprise resource planning (ERP) systems is strongly preferred.

Responsibilities

Manages the customer service team by providing responsive, accurate support to customers and the field sales organization.
Oversees daily customer service activities including order receipt and processing, initial intake and routing of potential product complaints and customer feedback, and responses to basic product inquiries.
Ensures product returns and defective merchandise are handled and documented in accordance with company policies and procedures.
Directs the sales liaison function, including coordination of equipment supplied to sales representatives, and ensures demonstration inventory is accurately documented and tracked.
Collaborates with senior management, internal colleagues, and external partners to streamline workflows and improve customer service processes.
Partners with contract personnel to develop contract reporting and monitor the calculation of associated administrative costs.
Oversees senior customer service representatives in coordinating demonstration equipment for clinical trials, trade shows, and workshops; ensures equipment requests are complete, shipment schedules meet event requirements, and inventory is returned promptly.
Partners with senior management to develop, implement, and maintain policies and procedures for customer service operations.
Supports the sales organization in using web-based sales data and provides primary training on company sales tools for departments that access sales and customer information.
Ensures customer service training materials and reference guides remain current, accurate, and accessible to the team.