Customer Service Manager

Employee Magnets; Irving (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Employee Magnets is seeking a Customer Service Manager in Irving, TX to oversee customer service operations and ensure a world-class experience for clients. The role involves managing a team, resolving issues, and collaborating with internal departments.

The ideal candidate will have a Bachelor's degree and at least 5 years of customer service experience, demonstrating strong leadership and communication skills. Responsibilities include leading workflow, analyzing performance metrics, and training staff.

Qualifications

• Must have 5+ years of customer service experience.
• Demonstrates empathy and urgency for customer needs.
• Proven ability to identify inefficiencies and implement improvements.

Responsibilities

• Lead and mentor the Customer Service team.
• Oversee daily workflow and critical issue prioritization.
• Monitor KPIs and implement process improvements.
• Collaborate with internal teams for order status updates.
• Manage customer feedback to enhance systems and processes.

Skills

Customer Centricity

Operational Execution

Process Improvement

Analytical & Systems Proficiency

Communication Skills

Leadership

Cross-Functional Collaboration

Medical Device Familiarity

Education

Bachelor's degree

Tools

ERP systems

Order tracking platforms

Data reporting tools

Job description

Customer Service Manager – Irving, TX

Degree with experience managing a customer service team with a focus on onboarding new clients and supporting existing clients (purchase orders, inventory issues, etc) required. Onsite only.

Job Description

The Customer Experience & Service Manager is responsible for leading customer service operations and ensuring world-class experience for our surgeon partners, distributors, and internal sales support teams. This role oversees daily order management, issue resolution, and service quality metrics while driving continuous improvement across processes and systems. The position requires a balance of hands‑on execution, cross‑functional collaboration (Sales, Operations, Contracting, and Finance), and leadership in developing a service‑oriented culture that reflects commitment to excellence.

Responsibilities

• Lead and mentor the Customer Service team to ensure accurate, timely, and professional handling of all orders, inquiries, and escalations.
• Oversee daily workflow and prioritize critical issues to maintain service continuity and customer satisfaction.
• Monitor key performance indicators (KPIs) including order accuracy, response time, and fulfillment cycle time; identify trends and implement process improvements.
• Partner with Supply Chain and Operations to ensure optimal inventory availability and shipment coordination.
• Collaborate with Sales and other internal teams to provide proactive communication to field representatives and surgeons regarding order status, product availability, and logistics updates.
• Manage customer feedback loops and recommend enhancements to systems, products, or processes based on insights.
• Ensure compliance with regulatory, quality, and corporate policy standards in all customer service activities.
• Drive team training initiatives to build product knowledge, communication effectiveness, and system proficiency.
• Support development and documentation of standard operating procedures (SOPs) and service metrics.

Supervisory Responsibilities

Supervise and develop a team of Customer Service Representatives and Coordinators.

Conduct performance evaluations, coaching sessions, and career development planning.

Manage staffing levels, workload distribution, and team scheduling to support business needs.

Oversee adherence to departmental KPIs, budget parameters, and other internal initiatives.

Lead or participate in cross‑departmental initiatives focused on operational efficiency, digital transformation, and customer satisfaction.

Represent the Customer Service function in management meetings and contribute to strategic planning efforts.

Qualifications

• Bachelor's degree required
• 5+ years' customer service experience
• Customer Centricity: Demonstrates empathy and urgency in addressing customer needs; fosters strong relationships with internal and external stakeholders.
• Operational Execution: Skilled at managing high-volume workflows, prioritizing competing demands, and maintaining accuracy under pressure.
• Process Improvement: Proven ability to identify inefficiencies and implement scalable solutions.
• Analytical & Systems Proficiency: Experienced in ERP systems, order tracking platforms, and data reporting tools.
• Communication: Clear, professional verbal and written communication across teams and leadership levels.
• Leadership: Inspires accountability, collaboration, and performance excellence among direct reports.
• Cross‑Functional Collaboration: Effectively partners with other departments to resolve issues and enhance the customer experience.
• Medical Device Familiarity (Preferred): Understanding of spine implant order processing, sterile packaging, and field inventory management.

Physical Requirements

This is largely a sedentary role; prolonged periods sitting at a desk and working on a computer. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

To apply send your resume to [e-mail]