What are the responsibilities and job description for the Manager of Customer Service Sales position at Medical Indicators?
Medical Indicators, Inc. (“MII”), a rapidly growing, New Jersey-based medical device manufacturer, is seeking a dynamic and experienced Manager of Customer Service (“MCS”) to join the team.
The MCS will serve as a trusted advisor to current and prospective customers. In this role, you will own the customer experience from onboarding to and through post-sale follow-up. You will work to understand the market so that we can provide a high-quality and comprehensive suite of products and services, exceeding our customers’ expectations.
The MCS will aid in supporting MII’s Sales & Marketing efforts. 1 or 2 members of the Customer Service team will report to the MCS. You will cohesively manage relationships with our customers and partners, ensuring their needs are met promptly and effectively. You will play a crucial role in driving customer outreach, managing customer relationships, and enhancing overall customer satisfaction.
RESPONSIBILITIES AND DUTIES
- Oversee the day-to-day operations of MII’s sales process, from new account setup to customer maintenance, to oversight of daily order processing, among others.
- Own MII’s pricing, contract, and rebate program; liaising between MII leadership, wholesale distributors, and end-user customers regularly.
- Collaborate with CEO & Senior Leadership to develop strategies for penetrating new accounts, driving growth, and increasing revenue.
- Develop and execute educational, sales, marketing, and training programs to MII employees, distributor partners, and customers.
- Develop and maintain an understanding of targeted markets, products and customers.
- Manage outside vendors and agencies to support sales activities.
- Aid in attracting, retaining and developing talent to support Company goals and growth.
- Assist MII’s Customer Service team with high-level customer issues and concerns promptly, ensuring a timely resolution and high customer satisfaction.
- Collect and analyze customer feedback, sales tracings, performance metrics, and market trends; prepare, and when needed present, findings.
- Perform internal audits on inventory, processes, reports, among others, when needed to ensure information provided is complete and accurate.
- Travel: limited; but may be needed on occasion (<25%); additional, special projects as assigned.
QUALIFICATIONS
- Bachelor’s degree in business, management, communications, or related field from a four-year college or university required.
- Minimum 5-7 years’ experience in a customer-facing role required; medical device/healthcare industry experience strongly preferred.
- Working knowledge of wholesale and retail pricing models; rebates, contracts, and charge-back programs.
- Prior experience working with medical distributors, international markets, and external sales teams.
- Strong understanding of customer relationship management principles and practices.
- Ability to work independently and collaboratively in a fast-paced environment.
- Must be proficient in Microsoft Office 365 (Outlook, Excel, PowerPoint, Word); experience with CRMs, Amazon Seller Central, Adobe Suite, a strong plus.
- Excellent people skills to interact with customers, colleagues, cross-functional teams, and third parties.
- Ability to organize, prioritize, and meet deadlines in a fast-paced environment while simultaneously handling multiple initiatives.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
COMPETENCIES
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- The physical demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- While performing the duties of this job, the employee is regularly required to sit or stand; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear.
- The employee must frequently lift and/or move up to 35 pounds.
