At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.

Position Summary:

The Customer Service Manager leads and oversees the customer service team, ensuring high-quality support for customers, field sales, and distributor representatives. This role is responsible for managing daily operations, improving processes, resolving escalated issues, and maintaining compliance with company policies and regulatory standards. The ideal candidate is a proactive leader who can motivate a team, drive operational efficiency, and deliver exceptional customer experiences.

Essential Functions:

• Lead, coach, and manage a team of customer service representatives, ensuring excellent performance and professional development.
• Oversee order processing, ensuring accuracy and timely handling of all customer orders received via phone, fax, or email.
• Manage scheduling of loaners and coordinate coverage for surgeries, ensuring timely returns of equipment.
• Support the sales team in obtaining purchase orders and processing proposals/quote requests.
• Monitor shipped orders, track delivery performance, and resolve late shipment issues.
• Handle escalated customer complaints, including product upgrades, pricing adjustments, and shipping/credit issues.
• Ensure accurate customer data management, including complaints, order changes, and account updates.
• Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
• Collaborate with Regulatory Affairs to address priority complaints or issues involving regulatory agencies such as the FDA.
• Maintain compliance with FDA regulations, ISO 13485, and other applicable standards.
• Analyze customer service metrics, generate reports, and recommend improvements to senior management.

Qualifications:

• Proven leadership experience in customer service or related roles.
• Excellent communication and interpersonal skills; fluent in English.
• Strong problem-solving abilities with a hands-on, proactive approach.
• Experience managing teams and driving operational improvements.
• Proficiency in SAP modules or other relevant software, as well as MS Office.
• Knowledge of regulatory requirements, ISO 13485, and industry standards.
• Resides in the region and able to work on-site as needed.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.