NuVasive Careers – Customer Service Manager

Job Description:

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service departmental procedures and ensures proper documentation is current. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Job Responsibilities:

• Develops and implements customer service policies and procedures
• Ensures timely invoicing of purchase orders
• Leads new hire training and process updates for the department
• Identifies opportunities for coaching and training on the team to further develop customer service capabilities
• Monitors and coaches direct reports for performance against KPIs
• Reviews processed credits, ensuring compliance and timely close off
• Handles complex and escalated customer service queries
• Performs other duties as assigned
• Manages weekly and monthly reporting, and reports on the accuracy of database information

Job Requirements:

• Strong understanding of logistics, routine and job scheduling processes
• Proven ability to define and execute business processes
• Excellent analytical, problem solving skills, organization and time management skills
• Basic knowledge and understanding of Microsoft office, primarily with Microsoft Word and Outlook
• Intermediate mastery of Microsoft Excel including but not limited to pivot tables and VLOOKUP functionality

Qualification & Experience:

• Typically requires a minimum of 8 years of related experience with a Bachelor’s degree or equivalent experience
• Preferred experience in medical device or orthopedics industry

Job Details:

Company: NuVasive

Vacancy Type: Full Time

Job Location: Anaheim, CA, US

Application Deadline: N/A

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