Customer Service Manager

EBR Systems, Inc.

. Oversee the full order-to-cash process, customer order management, CRM administration, and sales operations support .

Posted 9/29/2026full-timeSanta Clara • California • United StatesSeniorLead💰 $117,700 - $134,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in overseeing the order-to-cash process, customer order management, and CRM administration, with a strong focus on process improvement and cross-functional collaboration. Proficient in Salesforce, inventory management, and customer service workflows within the medical device industry.

Highest-signal resume keywords

Order-To-Cash Process ManagementSalesforce AdministrationInventory ManagementCustomer Service OperationsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementInventory ForecastingData AnalysisProcess ImprovementCRM System SupportSales OperationsMedical Device OperationsRegulated Industry ExperienceMicrosoft Excel ProficiencyMasterControl Experience

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationAttention to DetailProblem-SolvingTeam Leadership

Tools & Technologies

SalesforceNetSuiteMasterControlMicrosoft OfficeElectronic Quality Management Systems

Industry Keywords

Medical Device IndustryCustomer SatisfactionOrder Processing WorkflowsSupply Chain CoordinationService Provider Management

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Oversee the full order-to-cash process, customer order management, CRM administration, and sales operations support
Manage order verification for products, product upgrades, service upgrades, demo kits, and internal and external requests
Ensure timely and accurate processing of customer orders while maintaining customer satisfaction
Manage relationships with external vendors and service providers supporting customer service operations
Identify process improvement opportunities and implement best practices within order management and customer service functions
Monitor inventory levels and coordinate with Manufacturing and Supply Chain to support product availability and fulfillment
Conduct inventory forecasting and monitor backorders, lead times, and supply constraints
Investigate and resolve order-related issues, discrepancies, and customer concerns
Partner with Manufacturing, Supply Chain, Field Sales, Finance, and Quality to support business objectives
Support the implementation, enhancement, integration, and ongoing optimization of Salesforce and related business systems
Maintain accurate records, reports, and documentation within Microsoft Excel, MasterControl, Salesforce, and other business applications
Manage Field Sales credential verification through MasterControl
Audit device tracking processes within MasterControl and coordinate corrective actions with the Quality team
Support department initiatives and special projects as assigned
Supervise one Customer Service Representative, providing day-to-day direction, workload prioritization, coaching, development, and performance management
Ensure customer inquiries, escalations, and operational issues are addressed accurately, consistently, and promptly
Perform other duties as assigned

Requirements

What you’ll need

Associate's degree required; bachelor's degree preferred
7+ years of experience in customer service, order management, sales operations, medical device operations, or a related field
Experience supporting order-to-cash processes within a regulated industry environment
Experience working cross-functionally with Supply Chain, Manufacturing, Sales, and Finance teams
Previous supervisory or team leadership experience preferred
Equivalent combinations of education and professional experience may be considered
Experience with Salesforce administration, implementation, or integration projects preferred
Experience with NetSuite or other ERP systems preferred
Experience with MasterControl or other electronic quality management systems (eQMS) preferred
Medical device industry experience strongly preferred
Strong understanding of order processing, fulfillment, inventory management, and customer service workflows
Experience supporting CRM systems and business process integration
Strong verbal and written communication skills
Ability to identify process gaps, analyze data, and implement practical solutions
Advanced proficiency with Microsoft Office applications, particularly Excel
Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment
Comfortable operating in a dynamic, growing organization with evolving business needs
Willingness and ability to travel approximately 5% of the time, including potential international travel
Ability to stand, walk, sit, talk, hear, use hands, reach, stoop, kneel, bend, crouch, and lift up to 20 pounds
Ability to perform prolonged computer use and tolerate moderate noise levels

Benefits

Comp & perks

Competitive compensation
Equity
Comprehensive benefits
Generous PTO
Medical, dental, and vision insurance provided at no cost for employee-only coverage
401(k) matching plan
Paid Time Off – starting at 3 weeks per year
Competitive salary with opportunities for career growth
Employee stock options
Life & AD&D and long-term disability insurance
Education assistance
Voluntary commuter benefits and pet insurance
Weekly company lunches and occasional happy hour events
Meaningful work and much more!