Sr. Customer Service Manager

The Senior Customer Service Manager will lead the day-to-day customer service and customer sales operations for the Avalign German Surgical instruments business, ensuring an exceptional customer experience while driving operational efficiency, sales support, accountability, and continuous improvement.

This is an analytical, forward-thinking leadership role responsible for managing and developing a team of Customer Service and Inside Sales Representatives, monitoring key performance indicators (KPIs), identifying trends and opportunities, and implementing processes that improve customer satisfaction, experience, productivity, and profitability.

The ideal candidate is comfortable working in a fast-paced environment and can balance people leadership, customer service, data analysis, sales support, technology, and operational execution. They should be highly proficient with Microsoft Office and comfortable learning and leveraging the latest business software, CRM, ERP, communication, reporting, and automation technologies.

What You’ll Do:

• Directly manage and provide daily leadership to Customer Sales Representatives.
• Responsible for managing a quota-based Inside Sales Team.
• Establish clear expectations, priorities, goals, and performance standards for the customer service team. Monitor daily workloads, customer inquiries, orders, follow-ups, and team productivity.
• Identify training opportunities and develop team members to improve product knowledge, customer service skills, sales effectiveness, and operational capabilities.
• Work closely with Sales leadership to align customer service activities with revenue and customer-retention objectives.
• Collaborate with Operations and Inventory teams to address availability, fulfillment, and delivery challenges.
• Partner with Quality and Regulatory teams when customer issues involve product quality or compliance.
• Communicate recurring customer feedback and market trends to leadership and relevant departments.
• Serve as a technology-forward leader who continually evaluates opportunities to improve customer service through software, automation, reporting, and workflow optimization.
• Maintain strong working knowledge of CRM, ERP, order management, customer service, communication, reporting, and other business applications.
• Participate in strategic initiatives designed to improve the company's overall customer experience.
• Analyze information and communicate findings clearly to both operational teams and site leadership.
• Develop meaningful reports that transform raw data into actionable business insights.

What You’ll Need:

• Bachelor's degree required.  Degree in Business, Operations, Supply Chain, Sales, or a related field preferred.
• 3 to 5 years of customer service, inside sales, sales operations, or related experience, with demonstrated leadership experience.
• Experience managing and developing a customer service or inside sales team.
• Experience in medical devices, surgical instruments, healthcare, manufacturing, distribution, or another technical product environment preferred.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to manage through KPIs and measurable performance objectives.
• Advanced Microsoft Excel skills.
• Strong proficiency with Microsoft Office and modern business technology.
• Experience with CRM and ERP systems; experience implementing or optimizing business systems is a plus.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Strong decision-making skills with the ability to take ownership and act independently.

What You Won’t Do:

• Feel stuck – we offer great opportunities to advance and learn
• Get bored – we make a high variety of products, so no day is the same
• Feel like a number – we’re a close-knit bunch and always have each other’s backs 

Who You Are:

• A self-starter who thrives in a fast-paced environment
• A quick learner who is always ready to gain depth of knowledge in manufacturing processes
• A reliable individual who knows the importance of showing up when it counts
• Someone who accept assignments with an open, cooperative, positive and team-oriented approach
• Someone who is able to plan and execute plans across teams
• An effective communicator, both written and verbal

What You’ll Enjoy:

• Competitive compensation and benefits package
• Comprehensive medical, dental, and vision insurance
• Paid vacation and 10 observed paid holidays per year
• Employer funded Basic Life and AD&D insurance
• Employer funded STD and LTD insurance
• Tuition reimbursement
• Great 401(k) with company match
• Generous employee referral bonus program
• Working for a thriving, performance-based company that values promoting from within and career advancement
• Temperature controlled environment
• Community involvement investing and giving back to the community
• Additional free resources such as travel assistance, EAP, etc.

Avalign conducts a comprehensive background, drug testing, highest level of education completion verification, and reference checks.
 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We are an employer that participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.