Job Summary: The Customer Care Manager (CCM) will lead TSI's customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy.
Duties/Essential Job Functions: Customer Experience & Lifecycle Ownership- Own the full customer experience across pre-sale, order execution, and post-sale support
- Ensure timely resolution of inquiries, complaints, and product-related issues
- Deliver consistent, proactive communication across all customer segments
- Establish structured feedback loops to inform product, operations, and commercial teams
- Supervise the daily operations of the customer service department
- Set customer satisfaction goals and work with the team to meet them on a consistent basis
- Assist in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Identify and assess customers' needs to achieve satisfaction
Team Leadership & Capability Development- Lead, coach, and develop customer service and sales support teams
- Build deep product and process knowledge across the team
- Establish a high-performance, customer-first culture focused on accountability and responsiveness
Operational Excellence & Process Management- Optimize quoting, order management, and fulfillment workflows
- Ensure accuracy and completeness of all customer records in ERP/CRM systems
- Drive implementation of scalable tools, automation, and process improvements
Regulatory, Quality & Compliance- Ensure adherence to all applicable quality system and documentation requirements
- Support proper intake, documentation, and routing of customer complaints and product feedback
- Maintain high standards of data integrity, audit readiness, and process compliance
Commercial Support & Field Enablement- Partner with sales leadership to support distributors, direct customers, and field teams
- Improve order conversion, response quality, and customer responsiveness
- Support onboarding and enablement of distribution partners and new sales representatives
- Identify opportunities to increase customer value through service and product engagement
Cross-Functional Collaboration- Coordinate closely with sales, marketing, operations, and supply chain teams
- Ensure seamless handoffs and alignment on customer commitments
- Provide insights on customer needs, market trends, and service performance
Experience/Skills: - 5+ years of customer service or inside sales leadership experience
- Experience in a B2B, medical device or manufacturing environment
- Strong understanding of order management and customer workflows
- Experience with ERP/CRM systems
- Proven ability to lead teams and improve performance
- Experience in medical device or regulated industries
- Technical product experience or ability to learn complex product lines
- Strong cross-functional collaboration experience
- Proven leadership of customer service or inside sales teams in a B2B environment
- Experience managing end-to-end customer operations (order-to-cash lifecycle)
- Background in complex or technical product environments (medical device or similar preferred)
- Strong ERP/CRM experience with demonstrated process improvement capability
- Track record of cross-functional collaboration with sales and operations teams
- Computer literate in various software applications
- Ability to multi-task, prioritize and manage time effectively
- Communication:
- Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans
- Excellent communication and presentation skills
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Interpersonal: Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues
- Teamwork: Pursue trust for each team member. Seek and deliver honest feedback to all team members. Committed and accountable to achieving team goals.
Education & Experience:- Bachelor's degree preferred; not required with relevant experience
- Strong preference for candidates with experience in B2B, manufacturing, or regulated environments
- Demonstrated track record of leading customer service or customer operations teams and improving performance required
Physical Requirements: - Occasionally requires attending corporate functions
- Occasionally may require travel (5-10%)
Reports to Chief Commercial Officer#LI-TB3
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