23d ago

Customer Service Manager

United States·Bonita SpringsRegular Full-Timemid

Customer SupportCustomer Service Representative

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Quick Summary

Technical Tools

Customer SupportCustomer Service Representative

Responsibilities

~1 min read

Serve as the primary operational contact for assigned customer accounts.
Build and maintain strong customer relationships through proactive communication and operational support.
Lead customer review meetings, open-order discussions, and business update calls.
Evaluate customer requirements and operational constraints to determine appropriate actions and priorities.
Develop communication plans related to delivery delays, supply constraints, and recovery efforts.
Manage customer escalations and ensure timely resolution of operational issues.

Oversee customer order execution and data integrity within Epicor ERP.
Monitor open orders, backlog, inventory availability, and delivery performance.
Identify fulfillment risks and coordinate corrective actions with internal stakeholders.
Ensure accurate reporting of customer commitments and operational performance.
Support new product introductions and customer onboarding activities.

Analyze customer performance data, including:

On-Time Delivery (OTD)
Fill Rate
Forecast Accuracy
Backorder Performance
Open Order Health

Prepare customer performance reviews and operational reports.
Identify trends, opportunities, and risks and present recommendations to leadership.
Utilize ERP, Excel, and reporting tools to support data-driven decisions.

Identify opportunities to improve customer service, reporting, and order management processes.
Support ERP enhancements, workflow improvements, and reporting automation initiatives.
Lead or participate in cross-functional process improvement projects.
Promote best practices that improve customer satisfaction and operational performance.

Ensure activities are conducted in compliance with FDA regulations, ISO 13485, ISO 9001, company policies, and applicable quality-system requirements.
Maintain confidentiality and accuracy of customer and company information.

Requirements

~1 min read

Bachelor's degree in Business, Supply Chain Management, Operations, Engineering, or related field.
5+ years of experience in customer service, commercial operations, supply chain, account management, or related business functions.
Manufacturing experience required.
Medical device or other regulated industry experience preferred.
Experience with ERP systems and customer order management preferred.
Epicor ERP and Power BI experience preferred.

Strong business judgment and decision-making skills.
Ability to exercise independent judgment and discretion on operational matters.
Knowledge of customer service, order management, and supply chain processes.
Strong analytical, problem-solving, and organizational skills.
Excellent written and verbal communication abilities.
Ability to influence and collaborate across multiple functions.
Advanced proficiency in Microsoft Excel and business reporting tools.

What We Offer

~1 min read

At EXALTA, we partner with leading medical technology companies to bring life-changing products to market. As a Lean Manufacturing Engineer, you will play a key role in building a culture of continuous improvement, enabling scalable growth, and helping deliver our mission: Together, we make MedTech better.