Manager of Customer Service

Federal Applicant Rights - English

Federal Applicant Rights - Spanish

Position Summary

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.

Essential Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

Required Education and Experience

• 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.

Position Requirements

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

• Strong interpersonal skills required with the proven ability to collaborate in a team environment that are cross-functional in nature.

Competencies

• Problem Solving/Analysis.

• Results orientation

• Detail Orientation.

• Customer focus.

• Technical proficiency

• Communication proficiency.

Supervisory Responsibility

This position directly manages the customer service team and serves as its operational leader. The incumbent exercises independent judgment in managing daily operations with limited supervision.

Work Environment

This position offers flexibility for some remote work and is therefore classified as hybrid. It operates in a professional office environment that utilizes equipment, machines, and business tools typical of such an environment. Please refer to Erbe’s remote work policy for more details.

Physical Demands

The physical demands described here are representative of those required to perform the essential functions of this position. The role routinely requires prolonged periods of sitting at a desk and working at a computer. For additional information, refer to the Position Analysis/Physical Activities Checklist maintained by Human Resources.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel

Occasional domestic travel of limited duration may be required.

Additional Eligibility Qualifications

None required for this position.

Work Authorization/Security Clearance

Employees must be legally authorized to work in the United States. Employees must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.

AAP/EEO Statement

Erbe employees and applicants for employment are protected by federal laws, Presidential Executive Orders, and state and local laws designed to protect employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service or other non-merit-based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At-Will Employment

This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.