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Customer Service Manager

2 months ago

Naperville, United States Endotronix, Inc Full time $70,000 - $85,000
Job DescriptionJob Description

WHO ARE WE?


Welcome to Endotronix, where we're rewriting the playbook on heart failure treatment. We're not just a medical device company; we're trailblazers on a mission to redefine healthcare.

Our star player? The Cordella Heart Failure System (CHFS). This game-changing technology isn't just about devices—it's about empowering healthcare providers with proactive tools that set new standards in patient care. From early detection to personalized treatment strategies, CHFS is revolutionizing how heart failure is managed, improving quality of life while slashing hospital admissions and health care costs along the way.

WHAT YOU’LL DO


The Customer Service Manager will provide order management and front-line leadership to our hospital customers and field sales organization. This position will be responsible for proposing, promoting, and implementing scalable support solutions which allow the function to grow with the organization. In times of high demand, this person will fill in as additional front-line support, taking customer orders and addressing concerns. This position will be in our Naperville, IL location.

  • Be a subject matter expert on company order systems and processes and be able to work cross functionally building out new processes and procedures.
  • Will hire, train, and supervise front-level customer service team members.
  • Assure that customer service team members are following company policies and procedures to accurately and timely process order entry transactions.
  • Investigate errors or issues in the customer service process, including shipping, receiving, billing, etc., to determine root cause and recommend corrective action as needed.
  • Responsible for maintaining field trunk stock reconciliation and the SOP related to trunk stock.
  • Partner with cross-functional peers in Operations, Marketing, Shipping, etc., to assure stock availability, timely distribution, and customer satisfaction.
  • Conduct periodic audits of departmental activities to assure compliance with business processes and workflows; make appropriate corrections based on findings.
  • Develop and maintain customer service metrics to be provided to Sales or other organizational leadership on a regular and/or ad hoc basis.
  • Document and manage customer complaints as appropriate.
  • Develop and manage relationships with internal and external partners and customers to ensure that expectations are being met.
  • Develop annual team and individual goals; track progress throughout the year and provide feedback to team and management as appropriate.
  • Provide training, direction, developmental and performance feedback to customer service team members on an ongoing basis.
  • Assure that customer data is validated at time of order for pricing, terms, exception, or any special shipping requirements; order processed from entry through shipment and invoicing.
  • Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing.
  • Successfully resolve escalated customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations.
  • Assure that product returns are handled in adherence with regulatory and documentation requirements.
  • Work with Operations and Shipping teams to assure that orders are being shipped timely and accurately, and partner in identifying areas where processes can be improved.
  • Respond to all customer complaints immediately and notify all relevant parties; escalate as appropriate.
  • Maintain appropriate level of confidentiality to customers or company matters.
  • Actively promote and support the Quality Management System, Quality Objectives, and Quality Policy.
  • Assure that you and functional subordinates (if applicable) are trained on all applicable procedures and processes according to Good Manufacturing Practices, applicable FDA and Regulatory requirements.
  • Perform job functions in a safe and effective manner.



WHAT YOU BRING TO THE TABLE

  • 10+ years’ work experience that includes supporting customers is preferred.
  • Experience with electronic software systems and ERP.
  • Experience working with patients and medical/healthcare staff.
  • Able to work independently with minimal oversight.
  • Strong written and verbal communication skills
  • Comfortable taking on additional responsibilities as needed.
  • Comfortable working in a cross-functional manner, strong team player
  • Experience in a HIPAA environment preferred.
  • Thrive by learning new skills and growing professionally.

EDUCATION

  • Bachelor’s degree preferred, associate’s degree or equivalent experience is required.

WHO YOU ARE

  • Relentlessly focused on data and hypothesis driven decision making to create the best experiences for ETX patients and customers
  • Someone with a bias for action and quick iteration as opposed to perfection
  • A quick learner, who is able to work independently, multitask, and drive your own projects
  • An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
  • A team player who can inspire teams to deliver together, embodying the idea that the whole is greater than the sum of the parts
  • Passionate about digital healthcare and leveraging Data to deliver innovative solutions at scale

WHAT WE’RE LIKE

  • Willing to have the “direct and honest conversation”. Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
  • Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
  • Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
  • Capacity to function in a highly complex company with ease and fluidity, while driving and influencing results.
  • Entrepreneurial, flexible, yet results focused.
  • High degree of intellectual curiosity, honesty, and capability.
  • Low ego and humble in spirit in spite of your track record of outstanding performance.

LIFE AT ENDOTRONIX

  • Our shared company values create a foundation of trust and collaboration. United in a common purpose, we excel at the task at hand to provide best-in-class medical technology and customer service to our patients and clinicians. And along the way we make sure to have a little fun, continue to grow and celebrate our successes.
  • We provide a competitive compensation package, comprehensive benefits including unlimited PTO, and an environment that will help you to thrive and succeed in your career.
  • Endotronix is an equal opportunity employer, and we are committed to providing equal employment opportunities to all persons without regard to race, creed, color, religion, national origin, gender, marital status, citizenship status, age, veteran status, or disability. We are passionately committed to building a diverse organization where all perspectives and cultures are celebrated.