Customer Service Manager

About seca

seca - Precision for Health - is the global market leader in medical measuring systems and scales. Since 1840, we have been dedicated to helping healthcare professionals solve complex challenges with simple, innovative solutions that go beyond height and weight.

From networked measuring stations to advanced body composition analysis, seca continues to set new standards in medical technology. As a 100% family-owned company in its fourth generation, we combine tradition with innovation to drive meaningful impact in healthcare worldwide.

seca North America was founded over 40 years ago and is the group's largest and most successful international sales subsidiary with locations in Chino, CA and Charleston, SC.

Role Overview:

As Customer Service Manager, you will lead the day-to-day operations of the customer service team and ensure a reliable, responsive experience for our customers. You will combine hands-on operational ownership with people leadership, setting clear performance expectations, resolving escalations, and continuously improving the way orders and customer inquiries are managed.

Working closely with Sales, Operations, Technical Support, and Accounting, you will turn service data and customer feedback into practical improvements that support efficient processes and lasting customer relationships.

What You'll Do:

Lead and develop the team

• Lead, coach, and develop a high-performing customer service team while fostering a positive, customer-focused culture.
• Set departmental goals and performance metrics, and manage staffing, scheduling, and workload distribution.
• Create clear accountability, support professional development, and ensure the team is
• equipped to deliver consistently strong service.

Own customer service operations

• Process customer orders and inquiries as needed across phone, email, and other communication channels.
• Handle escalated customer concerns promptly, professionally, and with a focus on resolution.
• Monitor order accuracy, customer satisfaction, response times, and adherence to company policies and procedures.

Improve the customer experience

• Identify opportunities to improve efficiency and the customer experience, and develop and maintain standard operating procedures.
• Partner with Sales, Operations, Technical Support, and Accounting to resolve customer issues and improve handoffs.
• Analyze customer feedback and service trends, prepare performance reports, and maintain accurate customer records in company systems.

What You Bring:

• Bachelor's degree in Business, Communications, or a related field, or equivalent relevant experience.
• 3-5 years of customer service experience, ideally including responsibility for leading, coaching, or developing others.
• Strong leadership, coaching, team-building, communication, and conflict-resolution skills.
• A structured, data-informed approach to managing service performance, customer feedback, and operational priorities.
• The ability to collaborate effectively across functions and translate issues into practical solutions.
• Experience with SAP and/or HubSpot is a plus.

What Success Looks Like:

• The customer service team is engaged, well organized, and clear on service expectations and priorities.
• Customers receive timely, accurate, and professional support, including effective resolution of escalated concerns.
• Order accuracy, response times, and customer satisfaction are tracked consistently and meet departmental targets.
• Standard operating procedures and customer records are reliable, current, and support efficient daily operations.
• Cross-functional partners experience clear communication and proactive collaboration to resolve customer issues.

Compensation & Benefits:

• Competitive base salary of $75,000-$85,000 per year, based on experience and qualifications, plus performance-based bonus opportunities.
• 401(k)
• Medical, dental, and vision insurance
• Paid time off and holidays

Work Environment

Chino, California; travel up to 15-20% within the United States as needed.

Schedule

Full-time, Monday to Friday.

Equal Opportunity Employer Statement

seca North America is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other protected status under applicable federal, state, or local laws.

Ready to Make an Impact?

Join a team that is helping redefine how body composition and health data are used across healthcare, wellness, and fitness markets. Apply today and help bring innovative health measurement solutions to customers across North America.