Job Summary
- Company
- NxSTAGE Medical Inc
- Location
- Lawrence, MA 01843
- Industries
- Biotechnology/Pharmaceuticals
- Job Type
- Full Time
- Employee
- Years of Experience
- 5+ to 7 Years
- Education Level
- Bachelor's Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
Customer Service Manager
About the Job
Job Title: Manager, Customer Service
Location: Lawrence, MA
CLICK HERE TO APPLY FOR THIS POSITION
NxStage® Medical Inc. is a medical device company headquartered in Lawrence, Mass. that develops, manufactures, and markets innovative systems for the treatment of end-stage renal disease and acute kidney failure. Over 2,200 home patients enjoy the freedom and flexibility of the System One™ hemodialysis machine, the first truly portable system indicated for home hemodialysis. In hospital ICUs, NxStage is the equipment of choice for 7 of the top 10 kidney disease hospitals (as ranked by US News & World Report). And, Medisystems, a NxStage company, is the market leader in tubing and access needle products in US dialysis centers. Come join us during this exciting time in our growth as a company!
NxStage is an Equal Opportunity Employer
SUMMARY
This position will be responsible for managing the customer service function. Key activities include staffing, developing and mentoring the customer call center to promote and execute superior customer service.
RESPONSIBILITIES
- Assess and establish goals and objectives for the customer service group to continually improve performance.
- Develop an annual budget and headcount plan for the customer service team.
- Develop, implement, and enforce company polices and procedures to ensure GMP compliance and excellent customer service.
- Develop and implement plan for staffing and personnel cross-training to support 24/7 phone coverage.
- Project leader for cross-functional teams to design customer service policies, procedures and system implementation.
- Obtain, analyze, and publish customer feedback to internal functions to identify service and product improvements. This includes trending of issues and generating reports for management to highlight opportunities
- Work with logistics team to meet or exceed customer expectations surrounding delivery while reducing operating costs.
SELECTION CRITERIA
- BS/BA degree or related work experience
- MBA a plus
- Minimum 5 years management experience, preferably in a medical customer service organization. Must be an effective change agent driven to inspire and implement change.
- Process oriented individual who can work cross-functionally
- Highly experienced in hiring, directing, coaching and developing customer service staff
- Ability to design and implement performance metrics
- Ability to influence without authority
- Excellent analytical, writing, and oral communication skills
- Experienced in PC applications and customer service applications.
CLICK HERE TO APPLY FOR THIS POSITION
Company Tools
Contact Information
NxSTAGE Medical Inc
Phone:
0000000000
