Astura Medical · 2 months ago
Customer Experience & Service Manager
Irving,TX,US
Full-time
Onsite
Senior Level
5+ years expAstura Medical is dedicated to providing a world-class experience for its surgeon partners and distributors. The Customer Experience & Service Manager is responsible for leading customer service operations, overseeing order management, issue resolution, and driving continuous improvement across processes and systems.
Health CareManufacturingMedicalMedical Device
Responsibilities
Lead and mentor the Customer Service team to ensure accurate, timely, and professional handling of all orders, inquiries, and escalations
Oversee daily workflow and prioritize critical issues to maintain service continuity and customer satisfaction
Monitor key performance indicators (KPIs) including order accuracy, response time, and fulfillment cycle time; identify trends and implement process improvements
Partner with Supply Chain and Operations to ensure optimal inventory availability and shipment coordination
Collaborate with Sales and other internal teams to provide proactive communication to field representatives and surgeons regarding order status, product availability, and logistics updates
Manage customer feedback loops and recommend enhancements to systems, products, or processes based on insights
Ensure compliance with regulatory, quality, and corporate policy standards in all customer service activities
Drive team training initiatives to build product knowledge, communication effectiveness, and system proficiency
Support development and documentation of standard operating procedures (SOPs) and service metrics
Supervise and develop a team of Customer Service Representatives and Coordinators
Conduct performance evaluations, coaching sessions, and career development planning
Manage staffing levels, workload distribution, and team scheduling to support business needs
Oversee adherence to departmental KPIs, budget parameters, and other internal initiatives
Lead or participate in cross-departmental initiatives focused on operational efficiency, digital transformation, and customer satisfaction
Represent the Customer Service function in management meetings and contribute to strategic planning efforts
Qualification
Required
Bachelor's degree required
5+ years' customer service experience
Customer Centricity: Demonstrates empathy and urgency in addressing customer needs; fosters strong relationships with internal and external stakeholders
Operational Execution: Skilled at managing high-volume workflows, prioritizing competing demands, and maintaining accuracy under pressure
Process Improvement: Proven ability to identify inefficiencies and implement scalable solutions
Analytical & Systems Proficiency: Experienced in ERP systems, order tracking platforms, and data reporting tools
Communication: Clear, professional verbal and written communication across teams and leadership levels
Leadership: Inspires accountability, collaboration, and performance excellence among direct reports
Cross-Functional Collaboration: Effectively partners with other departments to resolve issues and enhance the customer experience
Preferred
Medical Device Familiarity (Preferred): Understanding of spine implant order processing, sterile packaging, and field inventory management
Company
Astura Medical
Astura Medical develops, manufactures, and distributes medical devices.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
J
Joel Gambrell
CEO/President
Recent News
Dallas Innovates
2023-12-25
Dallas Innovates
2023-12-25
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