Customer Service and Sales Support Manager

Monaghan Medical Corporation; City of Plattsburgh (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with company match

Paid vacation and sick leave

Wellness resources

Life Insurance

Short- and long-term disability

Job summary

Monaghan Medical Corporation in the United States is seeking a Customer Service/Sales Support Manager to lead customer relations, drive pricing tools, and advance KPI-based improvements across the organization.

The role focuses on building strong customer partnerships, ensuring QC/QA processes, and developing digital tools to enhance efficiency and satisfaction while supporting growth in non-acute and retail sectors.

Qualifications

• Bachelor’s degree required or equivalent experience.
• Minimum five years in customer service.
• Minimum three years in supervisory/leadership roles.
• Knowledge of medical device industry or hospital markets is a plus.
• Excellent oral and written communication skills.
• Ability to investigate, inquire, and liaise effectively.
• Detail-oriented, responsive, and customer-focused.
• Ability to multitask in a high-priority environment.

Responsibilities

• Lead teams to deliver effective customer service and sales support.
• Ensure QMS adherence and capture the voice of the customer across channels.
• Develop and implement strategic sales tools and pricing strategies (including GPO tiers).
• Communicate customer feedback across the organization to improve experience and efficiency through SOPs and KPI reports.

Skills

Outstanding oral and written comms

Multitasking ability

Interpersonal collaboration

Microsoft Office proficiency

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Monaghan Medical Corporation (MMC) is a leader in the development and manufacturing of innovative, high quality medical devices that support the respiratory health of people afflicted with acute and chronic pulmonary conditions.

As a “Patient-First” company, Monaghan’s mission is to provide patients and caregivers with the most advanced, therapeutic, and cost-effective product solutions available. Our strength lies not only in our precision and intentional product development, but also in the individualized customer support we give to each user seeking further insight.

For years Monaghan Medical has been a well-known reputable partner with acute care facilities in the US and a proud repeat winner of the AARC’s Zenith Award: recognizing our commitment to quality products and services as well as truth in advertising. Recently Monaghan Medical has taken a big step to expanding our reach into the non-acute and retail sectors in which we will continue to provide cost-efficient, outcome-based solutions for our customers.

As a leader in the respiratory care industry, we are looking for a Customer Service/Sales Support Manager to join our growing team and embody our core values of Respect, Integrity, Patient First, Trust, Innovation and Duty.

The Customer Service/Sales Support Manager (CSSSM) will focus on building relationships, QMS adherence, capturing the voice of the customer, lead teams in developing and implementing strategic sales tools, and monitoring pricing implementation (including GPO tiers, PCRF’s, and GPO rosters). This position will be responsible to effectively communicate customer feedback throughout the organization, proactively increasing customer experience, and departmental efficiency gains through digital platform/ SOP creation, and KPI generation.

Qualifications And Skills Required

• Bachelor’s degree. (Experience may equate for education)
• A minimum of five years customer service experience.
• A minimum of three years supervisory/leadership experience.
• Knowledge of Medical Device industry, distribution, or hospital markets a plus.
• Outstanding oral and written communication skills
• Able to effectively investigate, inquiry and liaise with others when issues arise.
• Detailed oriented, highly responsive and customer focused
• Ability to multitask effectively in an environment of changing priorities and tight deadlines.
• Able to work well with others; build and maintain positive relationships with both internal and external customers.
• Proficiency in Microsoft Office

Comprehensive Benefits

• Health, Dental, Vision insurance with deductible reimbursement plan
• 401k plan with company match and 100% vesting on day one
• Vacation and Sick time
• Wellness Initiative and Health Assistance Resources
• Life Insurance
• Short - and Long - Term Disability Benefits
• Health Saving Account (HSA) Option, Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account
• Employee Assistance Program (EAP)
• Accidental and Critical Illness Insurance

Why Join Monaghan Medical Corporation?

• Have Influence: Be part of a mission-driven company that is improving the lives of patients who rely on respiratory care products every day.
• Culture of Excellence: We are committed to building a culture of excellence. One where our values guide everything we do. We believe in fostering a positive and collaborative environment that empowers our team members to succeed.

Monaghan Medical is an Equal Opportunity Employer that hires without regard to race, color, creed, religion, sex, national origin, citizenship, age, disability, medical condition, marital or veteran status, or any other status protected by law. Applicants who may need help completing an application or require reasonable accommodations to participate in the hiring process should advise the company immediately by contacting Human Resources at [phone]. When completing this application, you may exclude information regarding your race, color, creed, religion, sex, national origin, citizenship, age, disability, medical condition, marital or veteran status, or any other status protected by law.

As part of our recruitment process, we may use AI tools to screen applicants and assist in evaluating candidate qualifications. All final hiring decisions are made by our recruitment team.