Manager, Customer Service

JenaValve Technology, Inc.


Date: 9 hours ago
City: Irvine, CA
Contract type: Full time
Description

Job Title : Manager, Customer Service

Supervisor/Manager Title:

Senior Director of Global Commercial Operations and Strategy

Job Description Summary:

The Customer Service Manager will lead a dedicated customer service team committed to delivering exceptional support to healthcare providers and medical device customers. In this role, you will oversee daily operations, drive a culture of customer-centric excellence, resolve escalations, and ensure compliance with all regulatory requirements and company standards. You will also play a key role in optimizing processes that directly impact patient care and organizational success.

Key Responsibilities:

Team Leadership & Development

  • Build, mentor, and lead a high-performing customer service team.
  • Foster a collaborative, inclusive environment that supports professional development through coaching, training, and regular feedback.
  • Promote a customer-first mindset and high engagement across the team.

Customer Support Operations

  • Oversee timely, accurate processing of orders, inquiries, returns, and complaints to ensure a consistent, high-quality customer experience.
  • Serve as the primary point of contact for escalated or sensitive customer issues, resolving them effectively and professionally.
  • Manage customer contracts, renewals, pricing updates, and amendments to ensure accuracy and compliance.

Performance Management & Reporting

  • Monitor and report key service metrics, including response times and order accuracy.
  • Analyze trends and implement data-driven improvements to enhance performance.
  • Lead adoption and optimization of CRM platforms, customer service tools, knowledge management systems, and assist in the implementation of ERP systems as needed.

Process Improvement & Compliance

  • Drive continuous improvement initiatives to streamline workflows and adopt best practices.
  • Ensure compliance with FDA regulations, ISO standards, and quality system requirements applicable to medical devices.
  • Maintain accurate records and participate in internal and external audits.

Cross-Functional Collaboration

  • Collaborate closely with Sales, Regulatory Affairs, Logistics, Finance, and Supply Chain to align priorities and deliver seamless customer support.
  • Partner with Supply Chain teams to proactively manage inventory levels and ensure timely product availability.

Qualifications

Required Education and Experience:

  • Bachelor’s degree in business, Healthcare Administration, Operations, or related field (required).
  • Minimum 5 years of progressive customer service experience, including 2+ years in a supervisory or management role, preferably in medical devices or healthcare.
  • Strong working knowledge of FDA regulations, ISO standards, and applicable quality system requirements.
  • Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems (e.g., SAP, Oracle).

Skills and Abilities Required for This Job:

  • Certification in Customer Service Management, Quality Assurance, Six Sigma, or Lean (preferred).
  • Experience with healthcare purchasing, reimbursement processes, and medical device logistics.
  • Excellent written and verbal communication skills with the ability to manage conflict professionally and empathetically.
  • Proven leadership in building engaged, customer-focused teams.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced, regulated environment.

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