Customer Experience & Service Manager
On-siteIrving, Texas, United States
Job Summary
Lead and mentor the Customer Service team to ensure accurate, timely, and professional handling of all orders, inquiries, and escalations. Oversee daily workflow, prioritize critical issues, and monitor key performance indicators including order accuracy, response time, and fulfillment cycle time to drive continuous improvement. Partner with Supply Chain, Sales, and Operations to coordinate inventory availability, shipment logistics, and proactive communication regarding order status and product availability. Manage customer feedback loops, develop standard operating procedures, and ensure compliance with regulatory and corporate policy standards. Conduct performance evaluations, coaching sessions, and career development planning while overseeing staffing levels and workload distribution. Represent the function in management meetings to contribute to strategic planning efforts.
Required Qualifications
- Bachelors degree
- 5+ years customer service experience
- Customer Centricity: Demonstrates empathy and urgency in addressing customer needs; fosters strong relationships with internal and external stakeholders.
- Operational Execution: Skilled at managing high-volume workflows, prioritizing competing demands, and maintaining accuracy under pressure.
- Process Improvement: Proven ability to identify inefficiencies and implement scalable solutions.
- Analytical & Systems Proficiency: Experienced in ERP systems, order tracking platforms, and data reporting tools.
- Communication: Clear, professional verbal and written communication across teams and leadership levels.
- Leadership: Inspires accountability, collaboration, and performance excellence among direct reports.
- Cross-Functional Collaboration: Effectively partners with other departments to resolve issues and enhance the customer experience.
- This would require the ability to lift files, open filing cabinets and bend or stand as necessary.
Desired Qualifications
- Medical Device Familiarity (Preferred): Understanding of spine implant order processing, sterile packaging, and field inventory management.
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