Customer Care Manager

Halma p.l.c; Houston (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

TeDan Surgical Innovations (TSI) in Houston, TX, seeks a Customer Care Manager to lead our customer service and sales support functions from quote through order fulfillment and post-sale support.

You will bridge customers, sales, and operations, drive a best-in-class experience, ensure regulatory compliance, and align with commercial strategy to grow revenue and customer satisfaction.

Qualifications

• 5+ years of customer service or inside sales leadership experience.
• Experience in a B2B, medical device or manufacturing environment.
• Strong understanding of order management and customer workflows.
• Experience with ERP/CRM systems.
• Proven leadership of customer service teams in a B2B environment.
• Experience managing end-to-end customer operations (order-to-cash).

Responsibilities

• Own the full customer experience across pre-sale, order execution, and post-sale support
• Lead, coach, and develop customer service and sales support teams
• Optimize quoting, order management, and fulfillment workflows
• Ensure adherence to quality system and documentation requirements
• Partner with sales leadership to support distributors, direct customers, and field teams
• Coordinate closely with sales, marketing, operations, and supply chain teams

Skills

Customer service leadership

Team management

Order management

B2B experience

Medical device knowledge

Cross-functional collaboration

Regulatory/compliance

Education

Bachelor’s degree preferred

Tools

ERP/CRM systems

Job description

TeDan Surgical Innovations, Inc. (TSI) is a global leader in surgical access systems with a specialty focus in spine, neuro, orthopedic and cardiothoracic surgery. For over ten years, TSI has been at the forefront of innovation in surgical access and instrumentation recognised by global industry leaders, teaching institutions and clinician thought leaders around the world. Its company founders, with a combined market experience of over 75 years, have driven numerous successful initiatives resulting in profitable business.

Based in Sugar Land, Texas, TSI is an ISO-certified company, with defined investments in administrative, marketing, RAQA and logistics functions. TSI’s product portfolio includes over 35 spine, neuro orthopedic and cardiothoracic surgical access and disc prep systems, with over 50 registered or pending patents covering all business verticals. TSI products are represented and sold to hospital institutions around the world through a tenured global distribution sales network. TSI’s seasoned marketing and R&D teams work closely with clinician thought leaders to develop new surgical techniques and related product solutions to meet the ever-evolving needs of the operating room.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Location: Houston, Texas

Job Description

Help grow a safer, cleaner, healthier future for everyone, every day.

CompanyDescription:

TeDan Surgical Innovations (TSI) designs and manufactures specialty surgical products for use in orthopedic, neuro, thoracic and spine surgeries.

TSIwas founded in 2006 with the goal to innovate and address evolving retraction techniques in spine surgery. We have successfully addressed the need for minimally invasive, posterior, lateral and anterior surgical approaches to the spine, and have introduced access instrumentation for neurological, orthopedic and cardiothoracic procedures.We commit to providing innovative, high-quality surgical access systems designed to optimize exposure and improve the surgeon experience.

Job Summary

The Customer Care Manager (CCM) will lead TSI’s customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy.

Duties/Essential Job Functions

Customer Experience & Lifecycle Ownership

Own the full customer experience across pre-sale, order execution, and post-sale support

Ensure timely resolution of inquiries, complaints, and product-related issues

Deliver consistent, proactive communication across all customer segments

Establish structured feedback loops to inform product, operations, and commercial teams

Supervise the daily operations of the customer service department

Set customer satisfaction goals and work with the team to meet them on a consistent basis

Assist in resolvingproduct or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Identify and assess customers’ needs to achieve satisfaction

Team Leadership & Capability Development

Lead, coach, and develop customer service and sales support teams

Build deep product and process knowledge across the team

Establish a high-performance, customer-first culture focused on accountability and responsiveness

Operational Excellence & Process Management

Optimize quoting, order management, and fulfillment workflows

Ensure accuracy and completeness of all customer records in ERP/CRM systems

Drive implementation of scalable tools, automation, and process improvements

Regulatory, Quality & Compliance

Ensure adherence to all applicable quality system and documentation requirements

Support proper intake, documentation, and routing of customer complaints and product feedback

Maintain high standards of data integrity, audit readiness, and process compliance

Commercial Support & Field Enablement

Partner with sales leadership to support distributors, direct customers, and field teams

Improve order conversion, response quality, and customer responsiveness

Support onboarding and enablement of distribution partners and new sales representatives

Identify opportunities to increase customer value through service and product engagement

Cross-Functional Collaboration

Coordinate closely with sales, marketing, operations, and supply chain teams

Ensure seamless handoffs and alignment on customer commitments

Provide insights on customer needs, market trends, and service performance

Experience/Skills

5+ years of customer service or inside sales leadership experience

Experience in a B2B, medical device or manufacturing environment

Strong understanding of order management and customer workflows

Experience with ERP/CRM systems

Proven ability to lead teams and improve performance

Experience in medical device or regulated industries

Technical product experience or ability to learn complex product lines

Strong cross-functional collaboration experience

Proven leadership of customer service or inside sales teams in a B2B environment

Experience managing end-to-end customer operations (order-to-cash lifecycle)

Background in complex or technical product environments (medical device or similar preferred)

Strong ERP/CRM experience with demonstrated process improvement capability

Track record of cross-functional collaboration with sales and operations teams

Computer literate in various software applications

Ability to multi-task, prioritize and manage time effectively

Communication

Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

Excellent communication and presentation skills

Strong phone contact handling skills and active listening

Interpersonal

Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

Teamwork

Teamwork: Pursue trust for each team member. Seek and deliver honest feedback to all team members. Committed and accountable to achieving team goals.

Education & Experience

Bachelor’s degree preferred; not required with relevant experience

Strong preference for candidates with experience in B2B, manufacturing, or regulated environments

Demonstrated track record of leading customer service or customer operations teams and improving performance required

Physical Requirements

Business casual attire

Occasionally requires attending corporate functions

Occasionally may require travel (5-10%)

In-office position

Reports to Chief Commercial Officer

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