Manager, Customer Service NOLA (Hybrid)

Incluyeme; Bogotá; Presencial; COP 182.302.111 - 255.222.955; Jornada completa

Descripción de la vacante

A customer service-focused company in Bogotá is seeking a Customer Service Manager to lead and develop the customer service team. The role involves overseeing order management and kit booking processes, ensuring customer satisfaction, and streamlining operations. Candidates should have a Bachelor's degree and be proficient in both English and Spanish, with strong experience in people management and customer service. The position offers an opportunity to shape strategy and improve service quality in a dynamic environment.

Formación

• Proven experience in customer-facing roles and order management processes.
• Solid experience in people management, including team development and performance oversight.
• Experience in kit booking and direct management of a customer service team.

Responsabilidades

• Lead, train, coach, and manage the performance of the customer service team.
• Oversee kit booking and order management processes.
• Ensure high levels of customer satisfaction by monitoring interactions and resolving complaints.
• Develop, communicate, and enforce policies and procedures.
• Support and execute the Customer Service strategy.
• Streamline processes to enhance efficiency, reduce costs, and improve service quality.
• Collaborate with other departments to align customer service with business objectives.
• Report and analyze performance for strategic planning and decision-making.

Conocimientos

Advanced proficiency in English

Advanced proficiency in Spanish

People management

Customer service experience

Order management

Process improvement

Educación

Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field

Descripción del empleo

What you will do

The Customer Service Manager leads the Customer Service team and oversees all internal and external service activities, including order management, kit booking, invoicing, and customer contact with sales teams, healthcare providers, and hospitals. They are responsible for team performance, development, and engagement. The role includes supporting strategy creation, improving customer satisfaction, streamlining processes, standardizing operations, optimizing costs, and managing relationships with local stakeholders.

• Lead, train, coach, and manage the performance of the customer service team, focusing on talent development and succession planning.
• Oversee kit booking and order management processes and teams.
• Ensure high levels of customer satisfaction by monitoring interactions, resolving complaints, and improving service quality.
• Develop, communicate, and enforce policies and procedures to meet organizational goals and ensure compliance with regulations.
• Support and execute the Customer Service strategy, aligned with global and regional objectives.
• Streamline processes to enhance efficiency, reduce costs, and improve service quality.
• Collaborate with other departments to align customer service with business objectives.
• Report and analyze performance, providing insights for strategic planning and decision-making.

What you will need

Required:

• Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field.
• Advanced proficiency in English and Spanish (written and spoken).
• Proven experience in customer-facing roles and order management processes.
• Solid experience in people management, including team development and performance oversight.
• Experience in kit booking and direct management of a customer service team.

Preferred:

• APICS accredited or professional supply chain accreditation.
• Lean Six Sigma Green Belt.
• Project Management certification.
• Knowledge in Portuguese.
• Work experience in the medical devices industry.