Job Description

Primary Function of the Position

As part of the Customer Services Team, you will provide front line support to our customers’ concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to partnering with counterparts across the business to develop scalable support solutions that align with our company and business targets. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a dedicated desire to learn. You also have experience with customer service, sales, marketing and supply chain.

The Customer Service Manager is responsible for providing 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 person is responsible for the management of the Customer Service Team that provides support for customers, distributors, and all Intuitive field-based employees. This person must demonstrate a high degree of business ownership, exceptional customer service, and proven 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 Director of US Customer Service North America, 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 and ability to coach their team members by leveraging performance KPIs to develop personal level goals, and, 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 to remain in tune with the customer and team member experience.

This role will be support our west coast and remote team members.

Essential Job Duties 

• 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.
• Monitor team’s daily performance and effectiveness including captaining call queues, email Inbox, Salesforce case assignment to ensure alignment with departmental SLAs/Goals, and provide ing an open and closing summary to customer service leadership
• Continuously monitor the SFDC ticketing and case management workflows ensuring that best practices are exercised, and service level goals are achieved.
• Oversee the Communication/Call Quality Program and establish benchmarks to uphold world class service standards.
• Partner with manager to oversee bi-monthly quality audits of complaint records 
• Develop and distribute operational and team performance reports to management as necessary
• Develop and maintain key metrics to monitor personal and team performance and effectiveness.
• Partner with manager to oversee interaction quality program and establish benchmarks
• Mentors team members and acts as a first point of contact for daily escalations
• Partner with the East coast manager to develop, publish, monitor, and adjust daily coverage schedule to ensure service level metrics are maintained and/or exceeded. Monitor and communicate staffing requirements to manager; supporting monthly coverage schedule, 
• Support daily out of office scenarios (vacation and sick time), and floating holidays
• Develop, evaluate, and update procedures and processes to ensure regulatory and SOX compliance
• Develop, evaluate, and update procedures and processes to ensure team is adhering to all Regulatory, Safety, and Financial compliance.
• Drive the creation, usage, and review of articles in the Knowledge Management System.
• Partner with manager to oversee bi-monthly quality audits of complaint records 
• Partner with manager to oversee interaction quality program and establish benchmarks
• Develop and distribute operational and team performance reports to management as necessary
• Focuses on the career development of direct reports by assigning and monitoring team member tasks, group projects and/or targets
• Exercise full management authority including recruitment, employee development, performance management, and compensation recommendations.
• 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.
• Lead cross-functional projects with key partnerships including sales, marketing, finance, accounting, customer training, sales training and IT
• Identify opportunities for process improvement with a focus on cross-functional efficiencies
• Assist in identifying and driving department and corporate goals
• Support periodic process review of critical documentation for standard operating procedures and key processes
• Lead cross-functional projects with key partnerships including sales, marketing, finance, accounting, customer training, sales training and IT
• Conduct annual performance evaluations and quarterly performance job dialogues
• 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
• Support manager with new hire interview process and provide input on perspective candidates
• Support new hire integration and 30/60/90 day integration plans for team members
• Support the review of the training program and ensure curriculum is current and relative to business
• Maintain timely status of training records at all times
• Support planning and facilitation of quarterly onsite and annual meetings
• Partner with customer service functions in other regions for global consistency, standardization, and efficiency.