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Customer Service Manager
Erbe USA Incorporated. Lead daily customer service operations and sales support for Erbe USA .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations and team management within the medical device or healthcare sector, with a strong focus on process improvement, training, and effective communication. Proficient in utilizing CRM and ERP systems to enhance customer interactions and streamline workflows.
Highest-signal resume keywords
Customer Service ManagementTeam LeadershipCRM Systems ExperienceMicrosoft Office SuiteAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service OperationsOrder ProcessingProduct Complaint ManagementContract ReportingDemonstration Equipment CoordinationSales SupportInventory TrackingPolicy DevelopmentTraining Material ManagementAdministrative Cost Calculations
Soft Skills
Verbal CommunicationWritten CommunicationAttention to DetailInterpersonal SkillsOrganizational Skills
Tools & Technologies
CRM SystemsERP SystemsMicrosoft Office Suite
Industry Keywords
Medical DeviceHealthcareCustomer FeedbackSales LiaisonClinical TrialsTrade ShowsWorkshopsFederal Contracts
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead daily customer service operations and sales support for Erbe USA
- Manage the customer service team and provide responsive, accurate support to customers and the field sales organization
- Oversee order receipt and processing, potential product complaint and customer feedback intake and routing, and basic product inquiry responses
- Ensure product returns and defective merchandise are handled and documented according to company policies and procedures
- Direct the sales liaison function and coordinate equipment supplied to sales representatives
- Maintain accurate demonstration inventory records and tracking
- Collaborate with senior management, internal colleagues, external partners, and contract personnel to streamline workflows and improve processes
- Develop contract reporting and monitor associated administrative cost calculations
- Coordinate demonstration equipment for clinical trials, trade shows, and workshops
- Ensure equipment requests are complete, shipments meet event requirements, and inventory is returned promptly
- Develop, implement, and maintain customer service policies and procedures
- Support sales staff using web-based sales data and provide primary training on company sales tools
- Keep customer service training materials and reference guides current, accurate, and accessible
- Exercise independent judgment in managing daily operations with limited supervision
Requirements
What you’ll need- Bachelor’s degree in business or a related field is required, though significant Erbe customer service experience may substitute at the company’s discretion
- 5–7 years’ customer service experience in a medical device or healthcare setting
- At least 3 years acting in a supervisory capacity
- Excellent verbal and written communication skills
- Strong attention to detail
- Ability to build productive relationships with customers and the field sales team
- Strong organizational and prioritization skills, with ability to meet demanding deadlines
- Strong analytical and problem-solving skills
- Ability to explain complex information clearly and recommend practical solutions
- Significant experience with Microsoft Office Suite
- Relevant CRM and ERP systems experience strongly preferred
- Strong interpersonal and cross-functional collaboration skills
- Legally authorized to work in the United States
- Must not be barred from working with Federal contracts or government entities or listed on the federal excluded parties list
Benefits
Comp & perks- Flexibility for some remote work
- Occasional domestic travel of limited duration
- Equal employment opportunity and protected-veteran/disability protections