What are the responsibilities and job description for the Customer Service Manager position at CAERUS CORP?
Job Details
Description
Company Overview:
OrthoCor Medical is a business unit of Caerus Corp and is headquartered out of Blaine, MN. At Caerus Corp, we are committed to fostering a dynamic and inclusive workplace that values collaboration and innovation. We believe in empowering our employees. If you are looking for an exciting career where you can make an impact, we would love to hear from you!
Position Summary:
The Customer Service Manager will lead and mentor a team of customer service representatives, ensuring high-quality patient interactions, technical issue resolution, and cross-functional coordination. This is a hands-on role requiring a balance of leadership, service oversight, and day-to-day execution.
Duties and Responsibilities:
- Lead, develop, and manage the customer service team to ensure a high standard of service across all customer interactions.
- Design and implement scalable customer service processes and SOPs to support internal teams and external customers.
- Perform and oversee daily transactional tasks to support department operations.
- Address complex or escalated customer inquiries and complaints with professionalism and empathy, ensuring timely resolution.
- Train and mentor team members, providing regular feedback and performance coaching.
- Onboard new team members, providing guidance on processes, systems, and service expectations.
- Analyze customer service metrics to identify areas for improvement and report on performance KPIs.
- Provide hands-on technical support to patients and healthcare providers, particularly related to device function, usage, and troubleshooting.
- Monitor service quality, identify areas for improvement, and implement best practices to enhance the patient experience.
- Coordinate and oversee service requests, including replacement garments and product repairs.
- Act as a liaison between departments, ensuring smooth communication between customer service, regulatory, and operations teams.
- Process and analyze Field Experience Reports (FERs), track product concerns, and collaborate with Regulatory on reporting and CAPA (Corrective and Preventive Action) processes when necessary.
- Maintain and update patient records, service databases, and logs accurately and securely.
Qualifications
Minimum Qualifications:
- High school diploma or GED equivalent required. Bachelor's degree preferred.
- 1 year of management experience in a similar role required.
- 3 years of customer service experience, ideally in a medical device or healthcare setting.
- Strong problem resolution and de-escalation skills.
- Strong reporting and analytical skills.
- Strong proficiency in Microsoft Word, Excel, and database management.
- Exceptional verbal and written communication skills.
- Experience with process improvement and team training is a plus.
Compensation:
Caerus Corp provides the following information about compensation for this position:
- Salary Range: $70,000 - $90,000 annual salary.
- Benefits:
- Health, dental, vision, basic life, and AD&D insurance
- 401(k) retirement plan with employer match
- Paid time off (PTO) and holidays
The salary range is based on several factors which will vary based on position. These include labor markets and, in some instances, may include but not limited to education, work experience, scope and responsibilities of position and geographic location.
Work Environment & Culture:
At Caerus Corp, we value a diverse and inclusive workplace where employees feel empowered to contribute, learn, and grow.
Equal Opportunity Employer:
Caerus Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.
Why Join Us?
- Opportunity to work with a dynamic team and make a meaningful impact.
- Competitive salary, benefits, and opportunities for professional development.
- A commitment to fostering a safe, productive, and collaborative work environment.
Caerus Corp. headquartered in Blaine, MN is a developer, manufacturer, and marketer of innovative medical devices for both the human and the veterinary medical space. Our brands include: OrthoCor Medical, Animal Ortho Care, Red Fox Innovations and New Options Sports.
Salary : $70,000 - $90,000
