Global Customer Service Manager

Global Customer Service Manager(REMOTE)

Seize a once-in-a-career opportunity to join a disruptive medtech organisation on the brink of accelerated growth. As Customer Service Manager, you will have full autonomy to lead, drive, and scale the business during its startup phase, delivering exceptional customer experiences and operational excellence. This is your chance to be part of a transformative journey, shaping a groundbreaking product that is redefining the global market. If you're ready to make a real impact, now is the time to step in and drive success.

Role Summary:

As the Customer Service Manager, you will be the driving force behind our commitment to achieving the highest levels of customer satisfaction. You will oversee the ordering process and after-sales service, while working closely with our vibrant Sales team to ensure seamless execution from order to delivery. Your collaborative spirit will connect various teams including Sales, CRM, Finance, and Global Operations, all united in a quest for excellence in service while navigating a period of +100% growth.

Key Responsibilities:

• Customer Engagement & Order Fulfillment: Oversee order processing across indirect markets and select direct accounts, ensuring accuracy and compliance with distribution agreements.
• Seamless Order Management: Confirm and input purchase orders, ensuring they meet currency and condition requirements, and proactively resolve any discrepancies.
• Elevate Customer Experience: Craft tailored strategies for assigned accounts, enhancing the customer journey and fostering lasting relationships.
• Leadership: Leading a team of 2-3 remote support staff in France, coaching, mentoring, driving performance
• Process Improvement Champion: Identify root causes of operational challenges and drive cross-functional enhancements to streamline processes.
• Growth Strategy Development: Collaborate in creating a growth strategy that balances financial success with exceptional customer satisfaction.
• Sales Dashboard Management: Assist in maintaining accurate sales dashboards and reconcile booking reports with finance to track performance effectively.

Required Attributes:

• Exceptional Communication Skills: Proficient in English and fluent in either Spanish OR Italian; knowledge of Arabic or French is a plus.
• Experience: Minimum of 7-10 years in Customer Service or Sales Operations, with the ability to process 60+ orders monthly as we continue to grow.
• Global Shipping Knowledge: Familiarity with international shipping documentation and logistics software, along with experience in Medical Device lot tracking.
• Organizational Excellence: Strong leadership skills, with a focus on autonomy and timely responses to inquiries.
• Analytical Mindset: Adept at identifying opportunities for business growth with a solution-oriented approach.
• Detail-Oriented: Methodical and attentive to ensure accuracy in every detail of the process.

Core Values:

We embrace values that shape our culture and drive our success. In this role, embodying Audacity to creatively exceed expectations and Grit to challenge the status quo while relentlessly pursuing our objectives will be essential.

Join Us!

This is not just a job; it’s an invitation to be part of a thrilling journey at a company ready to disrupt the market. If you’re excited about making an impact and helping us scale new heights, we want to hear from you!