Customer Service Team Manager

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Position Summary

The Customer Service Manager leads the Customer Service team and serves as an escalation point for customers, field sales, and distributor representatives, ensuring timely and accurate order processing, compliant handling of Human Tissue products, and high-quality telephone and written support.

Essential Functions

• Manage the day-to-day activities of the CS team, including workload allocation, holidays and absences, order processing, and call handling, to ensure service levels and turnaround times are met.

• Manage performance and discipline of the CS team.

• Monitor and oversee the receipt and processing of customer orders by any available means, ensuring all incoming orders are entered accurately and within required timelines (typically within 24 hours).

• Oversee scheduling of loaners and coordination of surgery coverage, ensuring appropriate stock availability and that loaners are returned promptly after surgery.

• Support and guide the CS team in assisting the sales group with obtaining purchase orders from hospitals and in processing proposals and quote requests from field sales.

• Monitor shipment tracking and ensure that late or problematic shipments are proactively identified, escalated, and resolved, communicating updates to customers and sales as needed.

• Ensure accurate notification to accounting for billing of lost or damaged equipment and review such cases for trends and process improvements.

• Oversee order placement and order management of Human Tissue products in line with all applicable regulations and internal procedures, ensuring staff follow defined protocols.

• Maintain oversight of customers ordering and using Human Tissue products to ensure full compliance with existing regulations and procedures and intervene or escalate when non-compliance risks are identified.

• Ensure that all relevant data (complaints, customer information, change orders) is accurately entered and maintained.

• Act as an escalation point for complex or sensitive customer complaints, resolving issues through product upgrades, price adjustments, or alternative solutions, and coaching team members on effective resolution.

• Oversee resolution of issues related to order status, credit, and shipping problems, coordinating with internal departments (e.g., Finance, Logistics, Sales) to achieve timely outcomes.

• Ensure team’s timeliness for replies to the Field and other information requests, maintaining standards for response quality and timeliness.

• Liaise with Regulatory Affairs on priority complaints or those involving regulatory agencies such as the FDA, ensuring appropriate documentation, communication, and follow-up by the team.

• Ensure all team activities are performed in compliance with applicable FDA and state regulations and standards, including but not limited to ISO 13485, and participate in audits or inspections as required.

• Monitor key performance indicators (KPIs) as agreed by Operations Manager, prepare regular reports on service performance and compliance, and implement process improvements to enhance customer satisfaction and operational efficiency.

• Recruit, train, mentor, and evaluate customer service staff, providing regular coaching, feedback, and development plans to build team capability and support succession planning.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

• Good communication skills and speaks fluent English.

• Can work independently, has a good understanding of people skills and is highly customer service oriented.

• Is accurate and finds effective and creative solutions to solve logistic problems.

• Has worked with SAP modules or other relevant software packages as well as MS Office.

• Lives in the region.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

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.