Senior Manager of Customer Service (Durham, NC/US Surgical)

The Durham, NC-based Sr. Manager of Customer Service manages and oversees all aspects of the company’s customer service policies, objectives and initiatives for the Surgical US business. What you’ll be doing Oversees the company’s customer service policies, objectives and initiatives for the US surgical business to ensure all aspects of order processing to customer receipt to include: a. Call center(s) – product servicing & support, technical support, complaint logging and order exception management b. Order processing (SAP) Develops service level standards focused on response times and issue resolution. Ensures systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices. Monitors job requirements regularly to ensure they meet department functional needs. Identifies opportunities and resolves process/service issues; gathers, analyzes and interprets data to determine root cause of errors/nonconformance and implement appropriate corrections/corrective actions. Aligns customer service activities and initiatives to support and align with the company’s strategic imperatives. Develops/manages budget for function. Focuses on controlling costs through the management of departmental spending and process efficiency improvements. Interacts with customer service counterparts in international businesses and provides best practice support. Builds strong business partnerships with other functional areas. Interacts regularly with Finance, Reimbursement Services, Manufacturing, Distribution (including 3PL), Sales and other functions to meet customer service goals. Leads cross functional teams in development of new/improved processes. Maintains and administers Disaster Recovery Program to ensure ongoing operations of customer facing operations. Holds oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance & Ethics, policies and procedures and internal controls applicable to their role. Attracts, develops and retains talent. Ensure focus and alignment with functional and company goals. Provide employees with continuous feedback and coaching using talent and-performance management tools. Other duties as assigned. What you’ll bring to the table Bachelor’s degree in business, marketing, or related healthcare field or other discipline. Master skills in SAP ERP or a similar sales tracking system and Excel. Proficient in use of MS Office Products (Word, PowerPoint and Outlook). Five years’ experience in a customer support role with a minimum of 5 years people leadership experience in a customer service or customer support role. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply. #J-18808-Ljbffr Bioventus LLC