Employee Magnets · 2 weeks ago
Customer Experience & Service Manager
Irving, TX, US
Full-time
Onsite
Senior Level
5+ years expEmployee Magnets is seeking a Customer Experience & Service Manager to lead customer service operations and ensure a world-class experience for their surgeon partners and distributors. The role involves overseeing daily order management, issue resolution, and driving continuous improvement in service quality metrics while collaborating with various internal teams.
RecruitingStaffing AgencyTraining
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
Bachelors 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
Employee Magnets
Employee Magnets is a recruitment firm that offers professional talent, training, and development services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Ana Martinez
Managing Director
Company data provided by crunchbase