Customer Service Manager

Our mission
At Corza Medical, our mission is to champion surgical providers with remarkable service and exceptional products that save time, money, and effort. We are a passionate team guided by our core belief that you should never have to choose between performance, value, and a quality customer experience. We are here to support you every step of the way.

Our brand promise
We deliver a collaborative experience by working directly with the surgical community to ensure you get the exact surgical tools you need at the right time and the right price.

• Remarkable service
  A seamless, personal process designed around you and your needs.
• Trusted performance
  Our product family is the result of years of experience championing surgeons and listening to their expertise.
• Outstanding value
  No matter the surgical specialty, we deliver quality products for all markets.

Our people promise
Excellence is our Specialty and what makes us successful is our people. We are committed to fostering a positive, empowering and growth-oriented environment where all team members are encouraged to share their opinions and ideas. That means you will work alongside an accomplished and highly collaborative team that inspires commitment to our goal in attaining excellence in everything they do.

Job Purpose Summary
As a Customer Service Manager, you will be responsible for overseeing the customer service department and ensuring that customers both in the UK and internationally receive high-quality support. You will resolve problems effectively and contribute to the company's overall customer satisfaction and success.

What you will do
Team Leadership and Development:

• Lead and manage a team of customer service representatives.
• Train, coach, and provide feedback to improve team performance and ensure excellent service standards.
• Organize regular team meetings, set goals, and evaluate performance based on KPIs.

Handling Customer Issues:

• Address complex or escalated customer complaints and resolve issues in a timely and professional manner.
• Ensure customer concerns are handled with empathy and efficiency, aiming to turn any negative experiences into positive outcomes.

Operational Oversight:

• Monitor day-to-day operations of the customer service department, ensuring team resources are properly allocated and workflows run smoothly.
• Establish and enforce customer service policies, procedures, and standards to ensure consistency across all interactions.
• Actively participate in weekly S&OP meetings to ensure future customer demands are met.
• Oversee the use of customer service software and internal processes to manage customer interactions and track issues.
• Streamline operations and improve service efficiency.
• Create and maintain clear operational processes for the team to follow.

Performance Monitoring:

• Track key performance indicators (KPIs), such as customer satisfaction scores, response times, and resolution rates, to evaluate team effectiveness and training needs.
• Identify trends in customer feedback and work to improve service delivery and address recurring issues.

Customer Experience Improvement:

• Gather and analyze customer feedback and data to identify opportunities for improvement in products, services, or support processes.
• Proactively implement strategies to enhance the overall customer experience and ensure customer retention.

Reporting and Analytics:

• Prepare reports on customer service metrics and share insights with the UK Sales Manager.
• Use data to make decisions, improve service processes, and ensure that customer service goals align with company objectives.

Collaboration Across Departments:

• Work closely with other departments (Territory managers, operations, and warehouse) to address customer needs, relay customer feedback, and improve the overall customer experience.
• Collaborate with the UK Sales Manager and VP – commercial sales on customer service strategies and initiatives.

What you will need (job requirements)
You will need to have previous experience of managing and shaping a customer service department together with the following skills:

• Customer Focus – A strong commitment to delivering exceptional customer experiences.
• Previous customer service experience – An understanding of what ‘good’ looks like and proven strategies that have enabled business to move from ‘good’ to ‘great’.
• Communication – Strong verbal and written skills for clear interactions with customers and colleagues.
• Problem-Solving – Quick thinking to resolve customer issues and find effective solutions.
• Analytical – Ability to analyze data and trends to improve service and team performance.
• Leadership – The ability to motivate, manage, and guide a team.

What we value

• Customer First - We deliver extraordinary experiences.
• Accountability - We do what we say.
• Integrity - We do what is right.
• Inspired - We love what we do.
• One Global Team - We before me, always.

Join us today and Excel@Corza!

Corza Medical is an equal opportunity employer. Corza Medical evaluates qualified applicants without regard to race, color, marital status, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, veteran status or other protected characteristics.