Manager US Customer Service
Intuitive

Job Info

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Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Customer Service Manager is responsible for providing a world-class customer service experience. This role will be extremely hands-on to gain an understanding and facilitate the complete end-to-end interaction lifecycle. This individual is responsible for the management of the Customer Service Team that provides support for customers, distributors, and all Intuitive field-based employees. This individual must demonstrate a high degree of business ownership, exceptional customer service, and strong communication skills. You will be working with your counterparts in EMEA and APAC, so experience working with a global team is important to the success of this role.

Reporting to the Senior Manager of US Customer Service, the successful candidate will focus on all aspects of the customer experience. They must be able to develop and implement best practices, have cross-culture understanding, some global experience, and the flexibility to assist with some off-hours customer order emergencies.

Our culture promotes creativity, focuses on inclusion, and produces opportunities for discovery every day. This is an opportunity to become a part of the services organization where you can help others reach their full potential while also reaching yours. The Manager position is considered a "working Manager" position and will require support through live phone coverage, email, and chat.

 

Roles & Responsibilities:

 

• Manage daily operations of the order management and customer service functions as well as a team of Customer Service Representatives with varying levels of skill sets which provide operational/business support to internal and external customers on company products and services.
• Develop, publish, monitor, and adjust daily coverage schedule to ensure service level metrics are maintained and/or exceeded.
• Continuously monitor the SFDC ticketing and case management workflows ensuring that best practices are exercised, and service level goals are achieved.
• Partner with customer service functions in other regions for global consistency, standardization, and efficiency.
• Exercise full management authority including recruitment, employee development, performance management, and compensation recommendations.
• Develop, evaluate, and update procedures and processes to ensure team is adhering to all Regulatory, Safety, and Financial compliance.
• Develop and maintain key metrics to monitor individual and team performance and effectiveness.
• Ensure that team performance is aligned with Customer Service Level Agreements as defined by Department Management.
• Oversee the Communication/Call Quality Program and establish benchmarks to uphold world class service standards.
• Maintain excellent relationships with all cross-functional stakeholders such as Sales and Marketing, Customer Success, Finance, logistics, and manufacturing - Have the ability to connect the dots among various functional areas to achieve excellent customer service.
• Identify opportunities for workflow and process improvement with a focus on cross-functional efficiencies.
• Develop and distribute reports to internal and external management as necessary.
• Assist in identifying and driving department and corporate goals.
• Support periodical reviews of critical documentation for standard operating procedures for key processes.
• Manage bi-annual performance evaluations and merit reviews and quarterly performance job dialogues.
• Have a flexible work schedule, including weekend training, and holiday support
• Implement a career development strategy for direct reports and leverage the Talent Action Plan "TAP" tools to support employee development.
• Review training program and ensure curriculum is current and relative to business
• Maintain timely status of training records at all times.
• Drive the creation, usage, and review of articles in the Knowledge Management System.

Qualifications

Skills, Experience, Education, & Training:

• Ideally, the candidate must have skills in managing a remote team and small to medium-sized projects and support cross-functional initiatives.
• Associates in Business Management a plus, with a minimum of three years' experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment.
• Demonstrated ability to lead others either directly or indirectly with proven cross-functional collaboration and escalation management techniques. 
• Detail oriented, organized, with superior written and verbal communication skills with demonstrated ability to multi-task and shift priorities quickly while maintaining focus under limited supervision. 
• Maintain up-to-date and thorough understanding of all Auditing agencies and how Customer Services workflows relate to requirements: FDA, SOX, Sunshine, etc.
• Knowledge and understanding of multi-channel contact model including phone, email, chat
• Experienced with quote or order management in SAP or SFDC.
• Expert knowledge level of ticket/case lifecycle management 
• High level of knowledge of the Quote to Cash and Customer Return lifecycle process
• Foster and maintain a ONE Team approach with all business partners, including but not limited to: Commercial and Clinical Teams, Marketing, Revenue, Accounting, Post Market, Shipping, Logistics, Field Service Engineers, Technical Support, and Customer Success.
• Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment with a positive attitude and strong work ethic.
• Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
• Remain current on all business processes as they relate to the customer service workflows.
• Foster and maintain a positive and productive work culture in a hybrid work environment.
• Up to 25% travel required.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift : Day

Travel : 25% of the time

Travel Requirements:25% of the time Shift:Day

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