Customer Service Manager

Sterling-Hoffman Executive Search Located in: Cincinnati,  Wisconsin
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Partial Job Description 1) Develop and build customer-focused team based at company?s manufacturing location 2) Develop, maintain and manage a cross-functional team of customer care representatives and engineering functions 3) Ensure team?s success in developing strong customer relationships based on proactive communication and effective and efficient performance 4) Meet and where possible exceed the sales support and customer service expectations of both internal and external customers 5) Manage and coordinate the activities of Customer Focus teams 6) Recommend personnel actions such as retention, promotion, transfer or dismissal 7) Conduct initial interview, train associates in company policies as well as departmental procedures and job duties 8) Motivate employees through one on ones, team meetings and coaching on a consistent basis 9) Establish annual performance expectations for each Customer Focus Team members and evaluate achievements/results 10) Develop and coordinate Customer Focus Team processes with internal and external Sales team, Purchasing, Accounting, Production, Engineering, Quality and Shipping 11) Study, standardize, recommend and implement new systems/procedures to improve the efficiency and effectiveness of the Customer Focus teams 12) Analyze and control expenditures conforming to the department?s budgetary requirements 13) Present information to on-site and/or off-site senior management 14) Communicate and execute sales plan and goals and prioritization of accounts to Customer Focus Team members 15) Cultivate business relationships with customers through frequent communication and on-site customer visits 16) Manage order intake and processing, contract review, technical services and new product development 17) Meet customer expectations for company locations 18) Communicate and prioritize product complaint resolution 19) Develop and maintain appropriate metric to meet strategic business objectives


  • Qualifications / Skills Required 1) Bachelor's degree in Business or Engineering 2) Minimum 3+ years of experience in a supervisory/leadership position 3) Experience and knowledge of customer service/sales/inside sales 4) Experience in supporting a globally based field sales organization 5) Prior experience in business integrations and/or mergers & acquisitions is ideal 6) Business systems and process development experience in a world class customer care environment is preferred 7) Experienced in SAP or comparable system implementation desired 8) Ability to interpret and react to department metrics 9) Good decision-making, time management, personnel leadership and analytical skills along with ability to think strategically 10) Computer literate and proficient in using Internet, Excel, Word, Windows and ERP systems 11) Strong background in tracking department metrics and communicating trends 12) Strong project management skills using a disciplined approach 13) Excellent listening, verbal and communication skills


Sterling-Hoffman is a retained executive search firm that specializes in representing life sciences and technology companies in matters of high impact talent acquisition. Our clients include market leaders and venture capital-backed startups in industries such as: medical device, biotechnology, pharmaceuticals, enterprise software, clinical research, and laboratory services. You may view more of our jobs here: Your privacy is important to us: we will never share your resume without your permission. Please note that only qualified applicants will receive a response. We encourage you to apply for as many jobs as you believe you are a fit for, but strongly suggest that you include your salary information as job seekers who provide salary information are likely to be reviewed sooner. ===================== TAGS: Biotechnology Jobs, Pharmaceutical Jobs, Medical Device Jobs, Biotechnology Recruiter, Pharmaceutical Recruiter, Medical Device Recruiter, Biotechnology Career, Clinical Research Job, Regulatory Affairs Job, R&D / Scientist Job, Product Manager Job, Medical Device Sales Job, Biotechnology Sales Job, Quality Assurance Job, Engineering Job, Laboratory Jobs, Microbiology Jobs, CEO Jobs, Marketing Jobs, Manufacturing Jobs, Oncology Jobs, Cardiology Jobs, Hematology Jobs, Medical Jobs


Seniority Level:
Management / Supervisory
  Customer Service
Preferred Industry Background:
Managing a team of:
Required Travel:

Base Salary:
Other Compensation:
A superb base salary and bonus structure are available; compensation is commensurate with experience and will be discussed with qualified candidates only.