Senior Global Customer Success Lead (Medical Devices)

Belmont Medical Technologies

Billerica (MA)

Presencial

USD 75 000 - 85 000

Tempo integral

Há 3 dias

Torna-te num dos primeiros candidatos

Recebe uma resposta deste empregador

O teu currículo e carta de apresentação, adaptados exatamente ao que estão a contratar.

Ultrapassa os filtros ATS

Resumo da oferta

Belmont Medical Technologies is seeking a Sr. Customer Support Representative to support the Head of Customer Service and serve major global customers. You will handle complex inquiries, coordinate with cross-functional teams, and drive process improvements to enhance the customer experience.

The role emphasizes relationship-building, timely communication, and professional issue resolution. Local candidates in Billerica, MA are preferred, with a full-time on-site schedule and a salary range of

Qualificações

Associate or bachelor’s degree preferred or equivalent 10+ years’ experience.
5+ years working in a senior/supervisory customer service role with experience in a business-to-business environment with inventory-based products.
Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
Comfortable leading, training and developing new CS team members.
Confident liaising with all levels within a business, both internally and externally, presenting information, discussing challenges, and proposing solutions.

Responsabilidades

Support the Global CS Team managing key global customer accounts.
Create and maintain customer reporting to support forecasts, stock availability, and rollouts as agreed with customers.
Monitoring order entry and daily inquiries carried out by the CS team.
Managing queries and escalating emails as appropriate.
Monthly KPI Reporting.
Assisting the CS team with the day-to-day handling of customer quotations, orders, queries, and any other ad-hoc requests.
Working with logistics to manage outbound on time shipments, large rollout planning and execution, and query resolution.
Reconciling information, charges and escalating discrepancies.
Liaising with internal teams including Operations, Commercial, Finance, and Technical Support, on projects, open orders, and customer required reporting, etc.
Reconciliation of product returns and repairs through the RMA process.
Supporting the sales team with presentation preparation, internal sales queries, following up queries with internal departments, creating monthly customer business review reports and discussing them at customer review meetings.