$150K - $200K(Ladders Estimates)
The Manager, Customer Care leads the Customer Care team in providing the absolute best customer experience for Terumo Interventional Systems (TIS), Terumo Aortic (TA), Terumo Medical Products (TMP), Terumo Pharmaceutical Solutions (TPS) and Terumo Electro Physiology (TEP). Drives individual and team development and provides direction for the customer care representative's daily activities. Responsible for the continuous improvement of customer service and support strategies. Works cross functionally with all business units and departments within Terumo Medical Corporation to ensure customer loyalty and satisfaction expectations are exceeded. Accountable to address customers' concerns and develop appropriate and timely solutions. The Manager, Customer Care inspires a customer centric culture throughout the customer care department and broader organization.
• Knowledge, Skills and Abilities (KSAs):
o Excellent interpersonal, written and verbal communication skills.
o Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
o Strong coaching and mentoring skills.
o Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information.
o Strong ability to build and lead cross-functional multi-departmental team to develop, refine and/or accentuate process flows and procedures.
o Bachelor's Degree required or equivalent combination of education, experience & training.
o Minimum 5 years of experience in a customer facing role with demonstrated ability to meet internal and external customer requirements.
o 2 years supervisory or management experience.
o Demonstrated ability to develop, drive and improve processes.
o Experience working in a FDA regulated environment and medical device industry highly desired.
o Proficient in Microsoft Excel, Word, Power Point, and Outlook.
o Exposure to ERP systems a distinct advantage (JD Edwards, SAP, etc). SAP experience preferred.
Valid Through: 2019-10-17