Customer Service Manager

SRI Healthcare, LLC, a subsidiary of NOVO Health Services, offers a healthcare service that provides hospitals with sustainable reusable sterile packs and other sustainable healthcare linens such as DermaTherapy®, Isolation Gowns, Sterilization Wrap, and cubicle/privacy curtains. These products and services help healthcare providers attain sustainability goals, improve surgeon and staff satisfaction, and ensure continuity of supply. SRI operates three regional processing facilities in Raleigh, NC; Chattanooga, TN; and Mason, OH. Our state‑of‑the‑art, FDA‑regulated centers provide daily processing, assembly, and delivery of reusable surgical solutions. SRI is the sole “one‑stop shop” serving all U.S. healthcare‐related end markets with sterilized reusable surgical solutions. Key Responsibilities Customer Relationship Management: Lead and mentor Account Service Representatives (ASRs) responsible for customer account management and inventory control activities, develop and maintain strong relationships with healthcare customers and key stakeholders, serve as the primary liaison between customers and operational teams, conduct regular customer visits to assess service performance, identify improvement opportunities, and support new customer implementations and onboarding. Service Excellence & Issue Resolution: Guide ASRs in addressing customer concerns, product issues, and service complaints to achieve timely and satisfactory resolutions, investigate recurring service issues, implement corrective actions, monitor customer satisfaction, and collaborate with cross‑functional teams to resolve operational challenges. Team Leadership & Development: Provide coaching, guidance, and performance management for ASRs, foster a culture of accountability and continuous improvement, support employee development through training and mentoring, and promote collaboration between customer service, operations, logistics, and production teams. Operational Support & Continuous Improvement: Partner with operations and logistics teams to ensure efficient service delivery and inventory management, analyze customer service metrics and operational data to identify trends and improvement opportunities, and assist in developing and implementing process improvements to enhance customer satisfaction and operational efficiency. Additional Responsibilities: Participate in special projects and organizational initiatives as assigned, support compliance with customer‑specific requirements, safety standards, and company policies. Qualifications Bachelor’s degree in Business Administration, Supply Chain Management, Healthcare Administration, or a related field. Minimum 3–5 years of experience in customer service, account management, operations, logistics, or supply chain environments. Minimum 2 years of leadership or supervisory experience. Proven ability to build and maintain strong customer relationships and to resolve customer concerns and manage service recovery efforts. Strong organizational, problem‑solving, and decision‑making skills. Preferred Qualifications Experience supporting healthcare, hospital, or medical service environments. Knowledge of inventory management, logistics, or distribution operations. Experience managing customer accounts in a service‑based industry. Skills & Competencies Exceptional customer relationship and communication skills. Strong leadership and team development abilities. Ability to identify customer needs and develop effective solutions. Analytical mindset with the ability to interpret data and identify trends. Strong organizational skills and attention to detail. Ability to manage multiple priorities in a fast‑paced environment. Proficiency with Microsoft Office applications, particularly Excel. Ability to communicate effectively with frontline employees, customers, and senior leadership. Work Environment Work may be performed in office, warehouse, healthcare, and hospital environments, including exposure to sterile processing departments, operating rooms, and healthcare facilities. Personal Protective Equipment (PPE) may be required depending on the work environment. Compliance with customer‑specific vaccination requirements may be necessary. Travel within the assigned territory is approximately 35%. #J-18808-Ljbffr Sri Healthcare