Global Customer Service Manager

1 day ago


Billerica, Massachusetts, United States Michael Page Full time
Job Overview

The position of Global Customer Service Manager - Medical Devices at Michael Page has become available. As a key member of the manufacturing team, you will be responsible for providing exceptional customer service and ensuring timely resolution of customer inquiries and issues. The ideal candidate will have a strong background in customer-facing roles within the medical device industry.

About Our Client

Michael Page is a leading recruitment agency that specializes in placing professionals in various industries, including life sciences and healthcare. With a global presence, we are well-equipped to provide our clients with top talent from around the world. As a customer service manager, you will play a vital role in building and maintaining strong relationships with our clients and their customers.

Key Responsibilities:
  • Contract Administration: Issue new agreements and addendums, redline customer contract terms and conditions, negotiate terms and conditions with customers, coordinate with insurance providers on customer-specific coverage requests, manage price documentation and customer notifications.
  • Product Return Requests: Handle all product return requests and document any customer complaints per company policies and procedures.
  • GPO Administration Fees: Ensure timely submission of quarterly reports and payments to GPO.
  • Product Allocation: Track incoming product receipts, upload allocation data for shipment.
  • Purchasing, Wire Payments, and Letters of Credit for OUS Distributors: Serve as the primary contact for purchases, monitor wire payments, and fulfill Letters of Credit requirements, assist with product registration legalization and Letters of Authorization.

Requirements:
  • Bachelor's degree or a comparable combination of education and experience.
  • At least five years of progressively responsible experience in customer service, including a minimum of three years in customer service or order management within a medical device company or manufacturing setting.
  • Minimum of two years in a management-level role.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
  • ERP experience (NetSuite preferred).
What's on Offer:

A competitive salary of $75-$95K, depending on level of experience, plus great benefits and the opportunity to work with a great group of people.

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