Customer Care Manager

Help grow a safer, cleaner, healthier future for everyone, every day.Company description:TeDan Surgical Innovations (TSI) designs and manufactures specialty surgical products for use in orthopedic, neuro, thoracic and spine surgeries.TSI was founded in 2006 with the goal to innovate and address evolving retraction techniques in spine surgery. We have successfully addressed the need for minimally invasive, posterior, lateral and anterior surgical approaches to the spine, and have introduced access instrumentation for neurological, orthopedic and cardiothoracic procedures. We commit to providing innovative, high-quality surgical access systems designed to optimize exposure and improve the surgeon experience.Job Summary:The Customer Care Manager (CCM) will lead TSI’s customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy.Duties/Essential Job Functions:Customer Experience & Lifecycle OwnershipOwn the full customer experience across pre-sale, order execution, and post-sale supportEnsure timely resolution of inquiries, complaints, and product-related issuesDeliver consistent, proactive communication across all customer segmentsEstablish structured feedback loops to inform product, operations, and commercial teamsSupervise the daily operations of the customer service departmentSet customer satisfaction goals and work with the team to meet them on a consistent basisAssist in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionIdentify and assess customers’ needs to achieve satisfactionTeam Leadership & Capability DevelopmentLead, coach, and develop customer service and sales support teamsBuild deep product and process knowledge across the teamEstablish a high-performance, customer-first culture focused on accountability and responsivenessOperational Excellence & Process ManagementOptimize quoting, order management, and fulfillment workflowsEnsure accuracy and completeness of all customer records in ERP/CRM systemsDrive implementation of scalable tools, automation, and process improvementsRegulatory, Quality & ComplianceEnsure adherence to all applicable quality system and documentation requirementsSupport proper intake, documentation, and routing of customer complaints and product feedbackMaintain high standards of data integrity, audit readiness, and process complianceCommercial Support & Field EnablementPartner with sales leadership to support distributors, direct customers, and field teamsImprove order conversion, response quality, and customer responsivenessSupport onboarding and enablement of distribution partners and new sales representativesIdentify opportunities to increase customer value through service and product engagementCross-Functional CollaborationCoordinate closely with sales, marketing, operations, and supply chain teamsEnsure seamless handoffs and alignment on customer commitmentsProvide insights on customer needs, market trends, and service performanceExperience/Skills:5+ years of customer service or inside sales leadership experienceExperience in a B2B, medical device or manufacturing environmentStrong understanding of order management and customer workflowsExperience with ERP/CRM systemsProven ability to lead teams and improve performanceExperience in medical device or regulated industriesTechnical product experience or ability to learn complex product linesStrong cross-functional collaboration experienceProven leadership of customer service or inside sales teams in a B2B environmentExperience managing end-to-end customer operations (order-to-cash lifecycle)Background in complex or technical product environments (medical device or similar preferred)Strong ERP/CRM experience with demonstrated process improvement capabilityTrack record of cross-functional collaboration with sales and operations teamsComputer literate in various software applicationsAbility to multi-task, prioritize and manage time effectivelyCommunication:Ability to internally and externally discuss and clearly define issues and independently develop course of action/plansExcellent communication and presentation skillsProven customer support experienceStrong phone contact handling skills and active listeningInterpersonal: Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issuesTeamwork: Pursue trust for each team member. Seek and deliver honest feedback to all team members. Committed and accountable to achieving team goals.Education & Experience:Bachelor’s degree preferred; not required with relevant experienceStrong preference for candidates with experience in B2B, manufacturing, or regulated environmentsDemonstrated track record of leading customer service or customer operations teams and improving performance requiredPhysical Requirements:Business casual attireOccasionally requires attending corporate functionsOccasionally may require travel (5-10%)In-office positionReports to Chief Commercial Officer#LI-TB3Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest! #J-18808-Ljbffr