JenaValve Technology, Inc.
Manager, Customer Service
JenaValve Technology, Inc., Irvine, California, United States, 92713
Overview
Job Title:
Manager, Customer Service Company:
JenaValve Technology, Inc. Description The Customer Service Manager will lead a dedicated customer service team committed to delivering exceptional support to healthcare providers and medical device customers. In this role, you will oversee daily operations, drive a culture of customer-centric excellence, resolve escalations, and ensure compliance with all regulatory requirements and company standards. You will also play a key role in optimizing processes that directly impact patient care and organizational success. Key Responsibilities
Team Leadership & Development
Build, mentor, and lead a high-performing customer service team. Foster a collaborative, inclusive environment that supports professional development through coaching, training, and regular feedback. Promote a customer-first mindset and high engagement across the team.
Customer Support Operations
Oversee timely, accurate processing of orders, inquiries, returns, and complaints to ensure a consistent, high-quality customer experience. Serve as the primary point of contact for escalated or sensitive customer issues, resolving them effectively and professionally. Manage customer contracts, renewals, pricing updates, and amendments to ensure accuracy and compliance.
Performance Management & Reporting
Monitor and report key service metrics, including response times and order accuracy. Analyze trends and implement data-driven improvements to enhance performance. Lead adoption and optimization of CRM platforms, customer service tools, knowledge management systems, and assist in the implementation of ERP systems as needed.
Process Improvement & Compliance
Drive continuous improvement initiatives to streamline workflows and adopt best practices. Ensure compliance with FDA regulations, ISO standards, and quality system requirements applicable to medical devices. Maintain accurate records and participate in internal and external audits.
Cross-Functional Collaboration
Collaborate closely with Sales, Regulatory Affairs, Logistics, Finance, and Supply Chain to align priorities and deliver seamless customer support. Partner with Supply Chain teams to proactively manage inventory levels and ensure timely product availability.
Qualifications
Required Education and Experience
Bachelor’s degree in business, Healthcare Administration, Operations, or related field (required). Minimum 5 years of progressive customer service experience, including 2+ years in a supervisory or management role, preferably in medical devices or healthcare. Strong working knowledge of FDA regulations, ISO standards, and applicable quality system requirements. Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems (e.g., SAP, Oracle).
Skills And Abilities
Certification in Customer Service Management, Quality Assurance, Six Sigma, or Lean (preferred). Experience with healthcare purchasing, reimbursement processes, and medical device logistics. Excellent written and verbal communication skills with the ability to manage conflict professionally and empathetically. Proven leadership in building engaged, customer-focused teams. Strong organizational skills with the ability to manage multiple priorities in a fast-paced, regulated environment.
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Job Title:
Manager, Customer Service Company:
JenaValve Technology, Inc. Description The Customer Service Manager will lead a dedicated customer service team committed to delivering exceptional support to healthcare providers and medical device customers. In this role, you will oversee daily operations, drive a culture of customer-centric excellence, resolve escalations, and ensure compliance with all regulatory requirements and company standards. You will also play a key role in optimizing processes that directly impact patient care and organizational success. Key Responsibilities
Team Leadership & Development
Build, mentor, and lead a high-performing customer service team. Foster a collaborative, inclusive environment that supports professional development through coaching, training, and regular feedback. Promote a customer-first mindset and high engagement across the team.
Customer Support Operations
Oversee timely, accurate processing of orders, inquiries, returns, and complaints to ensure a consistent, high-quality customer experience. Serve as the primary point of contact for escalated or sensitive customer issues, resolving them effectively and professionally. Manage customer contracts, renewals, pricing updates, and amendments to ensure accuracy and compliance.
Performance Management & Reporting
Monitor and report key service metrics, including response times and order accuracy. Analyze trends and implement data-driven improvements to enhance performance. Lead adoption and optimization of CRM platforms, customer service tools, knowledge management systems, and assist in the implementation of ERP systems as needed.
Process Improvement & Compliance
Drive continuous improvement initiatives to streamline workflows and adopt best practices. Ensure compliance with FDA regulations, ISO standards, and quality system requirements applicable to medical devices. Maintain accurate records and participate in internal and external audits.
Cross-Functional Collaboration
Collaborate closely with Sales, Regulatory Affairs, Logistics, Finance, and Supply Chain to align priorities and deliver seamless customer support. Partner with Supply Chain teams to proactively manage inventory levels and ensure timely product availability.
Qualifications
Required Education and Experience
Bachelor’s degree in business, Healthcare Administration, Operations, or related field (required). Minimum 5 years of progressive customer service experience, including 2+ years in a supervisory or management role, preferably in medical devices or healthcare. Strong working knowledge of FDA regulations, ISO standards, and applicable quality system requirements. Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems (e.g., SAP, Oracle).
Skills And Abilities
Certification in Customer Service Management, Quality Assurance, Six Sigma, or Lean (preferred). Experience with healthcare purchasing, reimbursement processes, and medical device logistics. Excellent written and verbal communication skills with the ability to manage conflict professionally and empathetically. Proven leadership in building engaged, customer-focused teams. Strong organizational skills with the ability to manage multiple priorities in a fast-paced, regulated environment.
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