Senior Customer Service & Inside Sales Leader

Avalign Technologies, Inc.; Schaumburg (IL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid vacation and holidays

Life Insurance & AD&D

STD & LTD insurance

401(k) with company match

Career advancement

Temperature-controlled environment

Community involvement

Job summary

Avalign Technologies, Inc. is seeking a Senior Customer Service Manager to lead the Customer Sales Representatives and Inside Sales team for the German Surgical instruments business. This role balances leadership, analytics, and sales support to drive customer satisfaction and profitability.

You will partner with Sales, Operations, and Quality to align customer service with revenue goals, monitor KPIs, and implement process improvements across CRM, ERP, and reporting systems.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Sales, or related field preferred.
• 3–5 years of customer service, inside sales, or sales operations with demonstrated leadership experience.
• Experience managing and developing a customer service or inside sales team.
• Experience in medical devices, surgical instruments, healthcare, manufacturing, distribution, or another technical product environment preferred.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to manage through KPIs and measurable performance objectives.
• Advanced Microsoft Excel skills.
• Strong proficiency with Microsoft Office and modern business technology.
• Experience with CRM and ERP systems; experience implementing or optimizing business systems is a plus.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Strong decision-making skills with the ability to take ownership and act independently.

Responsibilities

• Directly manage and provide daily leadership to Customer Sales Representatives.
• Responsible for managing a quota-based Inside Sales Team.
• Establish clear expectations, priorities, goals, and performance standards for the customer service team.
• Monitor daily workloads, customer inquiries, orders, follow-ups, and team productivity.
• Identify training opportunities and develop team members to improve product knowledge, customer service, sales effectiveness, and operational capabilities.
• Work closely with Sales leadership to align customer service activities with revenue and customer-retention objectives.
• Collaborate with Operations and Inventory teams to address availability, fulfillment, and delivery challenges.
• Partner with Quality and Regulatory teams when customer issues involve product quality or compliance.
• Communicate recurring customer feedback and market trends to leadership and relevant departments.
• Serve as a technology-forward leader who continually evaluates opportunities to improve customer service through software, automation, reporting, and workflow optimization.
• Maintain strong working knowledge of CRM, ERP, order management, customer service, communication, reporting, and other business applications.
• Participate in strategic initiatives designed to improve the company's overall customer experience.
• Analyze information and communicate findings clearly to both operational teams and site leadership.
• Develop meaningful reports that transform raw data into actionable business insights.

Skills

Leadership

KPI management

Excel

CRM

ERP

Communication

Data analysis

Problem solving

Education

Bachelor's degree

Tools

CRM systems

ERP systems

Job description

Avalign Technologies, Inc. is seeking a Senior Customer Service Manager to lead the Customer Sales Representatives and Inside Sales team for the German Surgical instruments business. This role balances leadership, analytics, and sales support to drive customer satisfaction and profitability.

You will partner with Sales, Operations, and Quality to align customer service with revenue goals, monitor KPIs, and implement process improvements across CRM, ERP, and reporting systems.