Job Description

SUMMARY OF PRIMARY DUTIES AND RESPONSIBILITIES:

Customer Service & Client Experience

• Champion best-in-class customer service practices to ensure timely, accurate, and professional support to clients.
• Monitor and improve customer service KPIs (e.g., response time, order accuracy, issue resolution).
• Resolve complex client issues and escalations in collaboration with internal teams (e.g., logistics, quality, tech support).
• Gather and analyze client feedback to drive improvements in service delivery and client satisfaction.

Sales Team Support

• Function as a key liaison between the sales team and operations to streamline order fulfillment, installations, and client onboarding.
• Develop and implement tools, resources, and processes to enhance sales rep efficiency and effectiveness.
• Partner with sales leadership to identify service gaps and remove friction from the rep-client interface.
• Provide training or documentation to support sales on CRM, order systems, or service workflows.

Process Improvement & Business Excellence

• Lead cross-functional projects aimed at improving commercial operations, especially those impacting customer and sales interactions.
• Analyze data to identify trends, inefficiencies, and opportunities for automation or redesign.
• Drive standardization and scalability of key service processes across regions and products.
• Collaborate with IT, Quality, and Supply Chain to ensure end-to-end service excellence.

Metrics & Reporting

• Define and report on operational KPIs related to customer service and sales support.
• Prepare dashboards and presentations for senior leadership to drive informed decision-making.
• Monitor SLA compliance and suggest corrective actions where needed.

Other duties as assigned.

EXPERIENCE/SKILL REQUIREMENTS:

• 5+ years of experience in customer service, business operations, or commercial excellence within a medical device, pharma, or healthcare setting.
• Experience supporting or partnering with sales teams and customer-facing functions.
• Strong knowledge of CRM systems (e.g., Salesforce), ERP systems (e.g., SAP, Oracle), and analytics tools (e.g., Power BI, Excel).
• Demonstrated success in process improvement, project management, and cross-functional collaboration.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred Skills:

• Familiarity with medical device regulations and service quality standards.
• Proven ability to influence without authority in a matrixed environment.

EDUCATIONAL REQUIREMENTS:

• Bachelor’s degree in business, Life Sciences, Engineering, or related field

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