Beaver Visitec International

  • Customer Service Manager Americas

    Job Location US-MA-Waltham
    Posted Date 1 month ago(10/22/2018 3:19 PM)
    # of Openings
    1
  • Overview

    A Heritage of Precision, Innovation and Quality

    Beaver-Visitec International is focused on developing and manufacturing new, innovative and reliable products for a variety of ophthalmic and specialty microsurgical procedures.  Our products are distributed worldwide by sales and marketing professionals recognized throughout the industry for their clinical expertise and outstanding customer service.

     

    Beaver-Visitec International currently seeks talented professionals to help create and promote innovative, new microsurgical products for ophthalmic surgery.

    Reporting to the CFO & Chief Strategy Officer, the primary objective of this position is to lead a team of Customer Support Representatives and Specialists focused on supporting and adding value to existing and new BVI customers and sales representatives. The Customer Service Manager will be responsible for execution of the strategy as it relates to building and evolving this customer facing function for BVI. This will include organizational design, resource evaluation, and systems optimization as the function drives toward world-class performance. The Customer Service Manager will lead the interviewing and hiring process, provide appropriate and provide timely feedback to the CS Team. Additional responsibilities involve support for the domestic sales force, including assistance with open territories, lead qualification and development. The incumbent must be able to work cross-functionally in this global organization to optimize and execute strategy related to strengthening the customer support function.

    Beaver Visitec International is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

     

    Responsibilities

    Contributes to the development of strategy and drives specific department goals.

     

    Manage: Lead, manage, motivate, coach, train, & develop the CS department (Support & Specialists). Ensure compliance with all department processes and procedures. Performance manage as required. Communicate department philosophy, metrics & policy.

     

    KPI's: Regularly reviews metrics and adjusts accordingly. Reports metrics to upper management as requested.

     

    Training: Formalize & maintain training program. Drive regular updates for continuous improvement. Ensure training records are up to date.

     

    Customer Service: Provide world class customer satisfaction to all internal & external customers.

     

    Teamwork: Within the Customer Service Department and other internal departments.

     

    Other: Special projects, CS Meetings, Sales Meetings

     

     

     

     

     

     

    Qualifications

    3-5 years experience managing a Customer Service team. Ability to think analytically and provide creative solutions. Providing clear and concise verbal communication is a must. Strong organizational skills. PC skills Excel, Outlook, Word, PPT. 

     

    General understanding of EDI. Software experience: IFS, Salesforce. Previous knowledge of the Ophthalmic or Medical Device Industry is a plus.

     

    Bachelors Degree

     

    Must be able to read / write in English. The employee is frequently required to sit and reach with hands and arms. Computer work; lift up to 20 lbs unassisted. The work environment will primarily be an office/cube in a business office environment. Some travel may be required (i.e. Sales Meetings, 3PL).

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