Job Description
The Customer Service Manager will lead Synergy Spine Solutions’ customer-facing support function, ensuring an exceptional experience for surgeons, hospital staff, and distributor partners. This role is responsible for building and managing the customer service team, overseeing daily operations, and developing processes that ensure timely, high-quality responses to customer needs. As a member of the commercial operations team, the Customer Service Manager will closely collaborate with sales, marketing, logistics, regulatory, and professional education to deliver seamless support across product ordering, training coordination, and post-market service.
Key Responsibilities
Leadership & Strategy
- Build and lead a high-performing customer service team dedicated to excellence, responsiveness, and professionalism.
- Develop and implement customer service strategies, policies, and metrics that align with Synergy’s company objectives and elevate the customer experience.
- Establish KPIs to measure customer satisfaction, response times, and service quality, reporting regularly to senior leadership.
Customer Engagement
- Serve as Synergy’s primary point of contact for surgeons, hospitals, and distributors, ensuring their needs are addressed promptly and effectively.
- Resolve escalated customer inquiries with urgency, professionalism, and empathy.
- Develop programs to proactively engage and retain customers, fostering long-term trust and loyalty.
Process & Operations Management
- Oversee order management, product availability communication, and post-sale follow-up to create a smooth customer journey.
- Collaborate with logistics, 3PL partners, and supply chain teams to ensure timely delivery of products and support materials.
- Implement customer service systems, CRM platforms, and tools to increase efficiency and visibility of customer interactions.
Cross-Functional Collaboration
- Partner with sales and professional education to coordinate surgeon training, product demonstrations, and service follow-up.
- Work with regulatory and quality assurance teams to ensure accurate reporting, complaint handling, and compliance with FDA and industry standards.
- Provide customer insights and feedback to product development, marketing, and leadership teams to inform future strategy.
Required Qualifications
- Education: Bachelor’s degree in business, Healthcare Administration, or related field. Advanced degree preferred.
- Experience: Minimum 7–10 years of experience in customer service, with at least 3–5 years in a leadership role within the medical device or healthcare industry.
- Industry Knowledge: Familiarity with medical device operations, hospital processes, or surgical environments strongly preferred.
- Leadership: Proven ability to recruit, train, and motivate high-performing service teams.
- Communication: Excellent interpersonal and communication skills, with a focus on relationship building and conflict resolution.
Desired Skills
- Experience with CRM platforms, call center tools, or customer support software.
- Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to thrive in a growth-oriented, entrepreneurial company culture.
- Knowledge of product ordering systems or medical distribution channels.
