Customer Service Leadership Role The Customer Service Manager is a key member of the team, responsible for leading and managing customer service activities across internal and external teams. They oversee order management, kit booking, invoicing, and customer contact with sales teams, healthcare providers, and hospitals. - Lead, train, coach, and manage the performance of the customer service team, focusing on talent development and succession planning. - Oversee kit booking and order management processes and teams. - Ensure high levels of customer satisfaction by monitoring interactions, resolving complaints, and improving service quality. - Develop, communicate, and enforce policies and procedures to meet organizational goals and ensure compliance with regulations. - Support and execute the Customer Service strategy, aligned with global and regional objectives. - Streamline processes to enhance efficiency, reduce costs, and improve service quality. - Collaborate with other departments to align customer service with business objectives. - Report and analyze performance, providing insights for strategic planning and decision-making. Requirements To succeed in this role, you will need: - Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field. - Advanced proficiency in English and Spanish (written and spoken). - Proven experience in customer-facing roles and order management processes. - Solid experience in people management, including team development and performance oversight. Preferred Qualifications In addition to the requirements above, we would prefer candidates with: - APICS accredited or professional supply chain accreditation. - Lean Six Sigma Green Belt recommended. - Project Management certification desirable. - Knowledge in Portuguese desirable. - Work experience in medical device industry preferred. This company offers innovative products and services that help improve patient and healthcare outcomes, impacting more than 150 million patients annually.