Manager, Customer Care in Somerset, NJ

$150K - $200K(Ladders Estimates)

Terumo Medical Corporation   •  

Somerset, NJ 08873

Industry: Healthcare


5 - 7 years

Posted 56 days ago

Job Summary:

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.

Job Details:

  1. Recruits, mentors and develops customer care associates and nurtures an environment that maximizes associate potential.
  2. Oversee 24-hour customer support for graft product line.
  3. Drives quality assurance of the customer care team, including maintaining team policy and procedures as well as providing continuous feedback and coaching to the team.
  4. Improves customer service quality by studying, evaluating, and re-designing processes; establishes and communicates service metrics; monitors and analyzes results; determines root causes and implements needed changes.
  5. Evaluates product complaints, customer concerns and call information and provides feedback to appropriate personnel and departments for corrective action or further investigation.
  6. Manages escalated customer issues to identify root cause and determine appropriate solutions and when appropriate engage cross-functional/cross-product teams to investigate and resolve issues.
  7. Leads and drives business teams to implement customer service improvements.
  8. Manages call center software resources and prepares daily, monthly reports; Maintains customer service records and reports.
  9. Oversees returned goods process and ensures credit authorizations meet the appropriate requirements of established procedures.
  10. Monitors and maintains high levels of internal and external customer satisfaction.
  11. Coordinates J-Sox / KPMG audit requirements.
  12. Responsible for maintenance and training on the Knowledge Tree Application and input of customer care policies and procedures into the application.
  13. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high-quality customer experience.
  14. Keeps ahead of industry's developments and apply best practices to areas of improvement.
  15. Performs other job-related duties as assigned.


Position Requirements:

• 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.

• Background:

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