SUMMARY:   The Customer Service Manager is responsible for the management and implementation of all customer service processes, policies and procedures.  Coordinates all customer service activities in the department to ensure complete customer satisfaction. Periodically reviews and recommends changes in customer service policies and programs.  Works closely with the Customer Care Regional Sales directors and all other departments to obtain and provide customer service related training and information.  Works with minimum supervision and resolves customer disputes within identified guidelines.

DUTIES & RESPONSIBILITIES:

1.       Responsible for the overall management of the Customer Service Department and representatives.

2.       Responsible for maintaining unrivaled/timely response to all customer service related calls. 

3.       Provides direction and supervision to the customer service representatives.  Responsible for staffing, training, direction, and performance reviews for the customer service representatives.

4.       Responsible for all phases of customer service involved with the processing of customer related items.

5.       Liaises with the Regional Sales Directors, Clinical Application Specialists and Consumer Advocate Coordinators.

6.   Responsible for monitoring that all Customer Service functions are being performed and taking corrective action where and when required.

7.       Responsible for the coordination and open communication of new product orders and any related items with the Customer Care Regional Sales Directors and any other staff members.

8.       May resolve customer service problems with a company cost of $1,500 or less.

9.       Supervises and reviews the accuracy of return material authorization requests, purchase orders, service contracts, warranties and inquiries.

10.    Interacts with the clinical, technical, accounting, shipping/receiving, reimbursement and marketing departments to assure prompt customer service and to resolve accounts receivable issues, when appropriate.

11.    Assists Customer Service Representatives with difficult calls or situations.

12.    Answers customer correspondence needing assistance.

13.    Ensures adequate phone coverage for customer support, including after hours, weekends and holiday coverage.

14.    Provides input from the Customer Service perspective on website development/enhancements.

15.    Coordinates Customer Service input to marketing programs and communication.

16.    Participates in new product launch teams as requested

17.    Other duties as required.

MINIMUM QUALIFICATIONS:

Proven experience (3 to 5 Years) in direct line supervision of Customer Service/Call Center Operations.

Knowledge of automated order entry return authorization systems.  3 – 5 years, prior telephone sales and customer service experience.  Intermediate to advanced computer skills in various software packages and experience with the Internet.  Proven ability to interact with customers and colleagues, to resolve difficult customer service issues.  Must be able to work with minimal supervision and possess excellent written and oral skills to effectively communicate with customers and the hearing impaired.  Prior medical manufacturer experience is desirable.

SUPERVISORY RESPONSIBILITIES:

Customer Service Representatives report to this position

Cochlear Americas is an equal opportunity/affirmative action employer.

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