Customer Service Manager

About the Role

EXALTA is seeking a Customer Service Manager to lead our global customer service organization and help deliver a best-in-class customer experience across our manufacturing sites.

This role will serve as a key partner to Sales, Supply Chain, SIOP, and Operations, ensuring customers receive responsive, reliable, and proactive support throughout the order fulfillment process. The ideal candidate combines strong customer relationship skills with a solid understanding of manufacturing and supply chain operations.

This is a highly visible role with the opportunity to influence customer experience, drive process improvements, and build strong partnerships with some of EXALTA's most strategic customers.

What You'll Do

Customer Service Leadership

• Lead, coach, and develop a global customer service team
• Foster a customer-focused culture centered on responsiveness, accountability, and continuous improvement
• Support local customer service teams while driving consistency across sites
• Ensure resources are aligned to support business priorities and strategic accounts

Strategic Customer Partnership

• Oversee customer service support for EXALTA's largest global accounts
• Serve as a senior point of contact for key customers and business stakeholders
• Conduct regular customer reviews and proactively address opportunities for improvement
• Build strong, long-term relationships that drive customer satisfaction and retention

Operational Excellence

• Standardize customer service processes, tools, and best practices across the organization
• Monitor and improve key service metrics, including responsiveness, order accuracy, and customer satisfaction
• Partner closely with Supply Chain and Operations to improve order visibility and execution
• Drive continuous improvement initiatives that enhance the customer experience

Cross-Functional Collaboration

• Partner with Sales, SIOP, Operations, Planning, and Supply Chain teams to ensure alignment on customer priorities
• Support demand planning and forecasting discussions by incorporating customer insights and feedback
• Help identify risks and develop proactive solutions to maintain service levels

Escalation Management

• Lead resolution efforts for critical customer issues and escalations
• Coordinate internal teams to quickly resolve challenges and prevent recurrence
• Provide timely and transparent communication to customers throughout the resolution process

What We're Looking For

• 10+ years of experience in Customer Service, Account Management, Supply Chain, or a related field
• Experience leading customer-facing teams in a manufacturing, operations, or supply chain environment
• Strong understanding of order fulfillment, customer service processes, and supply chain operations
• Proven ability to build relationships with customers and internal stakeholders at all levels
• Experience working in a multi-site, global, or matrixed organization
• Strong communication, leadership, and problem-solving skills
• Demonstrated ability to drive process improvements and operational excellence

Preferred Qualifications

• Experience supporting medical device, life sciences, industrial, or manufacturing organizations
• Exposure to SIOP, demand planning, or supply chain planning processes
• Experience managing strategic or global customer accounts
• French language skills are a plus

Why Join EXALTA

This is an opportunity to help shape the customer experience strategy for a growing global organization. You'll work alongside senior leaders across Sales, Operations, and Supply Chain while building scalable processes that directly impact customer satisfaction and business performance.

At EXALTA, you'll have the opportunity to make a visible impact, drive meaningful change, and help accelerate innovation in MedTech.

EXALTA is an Equal Opportunity Employer. We respect every employee as an individual, and we hire and promote based on qualifications, performance, and potential - without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.