Current Job Openings
Department: Customer Service
Job Title: Customer Service Manager
Location: Menlo Park, CA
Job Summary:
The Customer Service Group is the primary point of contact for incoming customer calls relating to orders, returns and questions regarding Acclarent products. The Customer Service Group will field calls from various customer types, including medical facilities and distributors, physicians and sales team.
As Customer Service Manager reporting the VP, you will direct and coordinate activities of Customer Service. Manage the customer service environment while streamlining processes to create greater efficiency. Ensure and enforce a high standard of team accountability. Work with the QA & Finance Manager to better utilize and continue to improve reporting systems with the department and the company in order to better serve the customer.
The successful candidate interfaces with all levels of the organization including management, marketing, sales, internal and external customers.
Leads staff to accomplish results through effective training, development, performance management and recognition. Coach and develop team lead to continue to build team skill sets.
Responsible for taking orders/ handling phones approximately 40% of time. Must be able to work in role of Customer Service Representative in addition to managing department.
Manager Responsibility:
- Responsible for ongoing development and compliance of SOP’s and documentation for department
- Review all operations performance to ensure optimal production is reached
- Ensure proficient training, staff development and effective employee relations
- Set activity level and measure results to demonstrate success
- Ensure service goals and expectations of customers are met with optimum quality and service
- Establish departmental priorities and assign resources accordingly
- Conduct performance planning sessions and performance reviews
- Maintain open lines of communication with all company departments regarding product, inventory, customer needs, etc.
Customer Service Rep Responsibilities:
- Answers incoming phone calls in a timely and courteous manner.
- Processes incoming fax, e-mail, phone orders daily for all Domestic and International customer types.
- Accurate data entry of sales order and customer information in applicable software programs.
- Issues Return Goods Authorization (RGA) numbers to customers requesting permission to return products.
- Answers basic product questions for our customers
- Resolves shipment delivery issues.
- Follows up with customers via phone calls, fax and emails as needed to resolve issues.
- Participates in all product sales promotions as part of understanding inventory management
- Represents Customer Service Department at designated meetings as required.
- Works independently with minimal supervision.
Qualifications:
The successful candidate must possess:
- 5 years Customer Service Experience (preferably in a call center or medical environment)
- Directly managed group of customer service or call center staff.
- Excellent written and verbal communication skills and leadership
- Demonstrated ability to establish customer support as a market-differentiating capability and corporate strategic advantage in a cost-sensitive environment
- Experience in designing and implementing scalable automated support center solutions
- Must have a solid understanding of business in order to effectively set and execute on the departmental strategic plan, ensuring there is alignment between the corporate and departmental strategic directions
- Experience in creating and maintaining scripts and documentation
- Prior experience in financial analytics a plus
- Ability to interact with customers on a professional level and empathetic level.
- Ability to work with diverse populations.
- Ability to work under pressure.
- Works well in a “team” environment.
- Superior time management and organizational skills.
- Proficient in Word, Excel, and Outlook, QAD, Siebel or other.
- Experience with a pre-IPO company a plus.
