Manager, Customer Service

Getinge; Fraser (MI); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

401k plan with company match

Paid Time Off

Wellness initiative & Health Resources

Life Insurance

Disability Benefits

Flexible Spending Accounts

Commuter Benefits

Parental and Caregiver Leave

Tuition Reimbursement

Job summary

Getinge is seeking a Customer Service Manager to lead the CS department and ensure timely order processing, quality, and customer satisfaction. You will oversee staff training, KPIs, and cross-functional collaboration with Quality, Purchasing, AR and Shipping to optimize workflows.

The role requires a four-year degree and at least five years in Customer Service leadership, with strong SAP and MS Office skills and a focus on regulatory compliance.

Qualifications

• 4 year Undergraduate Degree.
• 5 years Customer Service Leadership.
• Experience with FDA and Quality/Compliance in medical devices.

Responsibilities

• Manage all CS activity against CS 4 hour Service Level Agreement.
• Drive improvements to customer experience.
• Conduct employee reviews, development conversations, and training compliance.
• Support Customer Service staff in all facets of their jobs.
• Perform order entry duties for CS.
• Escalation point for inquiries, complaints, and feedback.
• Coordinate with Quality, Purchasing, AR and Shipping departments.
• Monitor KPIs and reporting such as Held Order, Credit Hold, and warehouse status.
• Oversee SAP order statuses and collaborate with Warehouse on fulfilment.

Skills

SAP SD

Customer Service

Coaching & Development

Multi-tasking

Communication skills

Leadership

Education

Bachelor's degree

Tools

Microsoft Office

Job description

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

Manage the Customer Service personnel and department.

Job Responsibilities And Essential Duties

• Manage all CS activity against CS 4 hour Service Level Agreement
• Drive consistent improvements to customer experience
• Conduct employee reviews, development conversations, and ensure superb training and compliance across all SOPs and Work Instructions.
• Provide support to Customer Service employees in all facets of their jobs.
• Able to perform all customer service rep & order entry duties.
• Point of escalation for customer inquiries, complaints, and feedback
• Point of contact for Quality Depart. closing customer complaints [QC’s].
• Support Sr. Manager, Customer Service & Sales Operations through KPI management and reporting
• Provide support to Purchasing Dept, Accounts Receivable Dept and Shipping & Receiving Dept.
• Complete understanding of all essential KPIs and reporting: e.g. Held Order Report, Credit Hold, Manual Hold, Blanket PO and warehouse order status
• Monitor GHX interface for EDI order processing
• Using SAP, monitor order statuses and order issues to collaborate with Warehouse on fulfilment

Required Knowledge, Skills And Abilities

• In depth understanding of SAP - Sales and Distribution functions (Customer Service)
• Knowledge of Customer Service best practices – soft skills and operational excellence
• Highly proficient in all Microsoft suite, including Word, Excel, Power Point, Teams, CoPilot
• Ability to coach and develop staff while maintaining high levels of engagement
• Proactively mitigate challenges through cross functional engagement and intra-team engagement
• Ability to multi-task effectively
• Excellent oral and written communication skills
• Management/Supervisory experience.

Minimum Requirements

• 4 year Undergraduate Degree.
• 5 years Customer Service Leadership

Quality Requirements

Build Quality into all aspects of their work by maintaining compliance to all quality requirements.

• Ensure compliance to all FDA and Worldwide Quality & Compliance regulations (As applicable to the job function).
• Must have the education and experience to understand and comply with U.S. and Worldwide medical device regulations (As applicable to your job function).
• Attend all required Quality & Compliance training at the specified interval.
• Adopt the "Beyond Compliance Quality Culture" in the work environment; always meet and exceed requirements.

Environmental/Safety/Physical Work Conditions

• This position is required to work onsite in the office five (5) days (Monday – Friday)
• Minimum 40 hours per week.
• Sit for long periods of time.

$90,000-$125,000 annually + 8% STIP

About Us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Benefits At Getinge

• Health, Dental, and Vision insurance benefits
• 401k plan with company match
• Paid Time Off
• Wellness initiative & Health Assistance Resources
• Life Insurance
• Short and Long Term Disability Benefits
• Health and Dependent Care Flexible Spending Accounts
• Commuter Benefits
• Parental and Caregiver Leave
• Tuition Reimbursement

Getinge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law. Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.