Customer Service Manager

Description

Job Summary: We are seeking a Customer Service Manager to lead the Customer Service Team, ensuring high standards of service, quality, and continuous improvement of the customer experience. Key Highlights: 1. Lead Customer Service management to deliver an outstanding customer experience. 2. Drive process improvements to enhance service quality and efficiency. 3. A leadership role with direct impact on the customer experience. At **Advanced Medical Technology (ATM)**, we seek to hire a **Customer Service Manager** to lead our Customer Service Team, ensuring high standards of responsiveness, quality, and ongoing enhancement of our customers’ experience. **What will be your purpose?** Lead Customer Service management to ensure an outstanding customer experience across all touchpoints with ATM. You will be responsible for organizing and leading the Customer Service Team, ensuring timely handling of requests, adherence to service level agreements (SLAs), proper resolution of complaints, and identification of improvement opportunities based on performance metrics and customer feedback. **Your key responsibilities** * Lead, organize, and coordinate the Customer Service Team, assigning roles, tasks, and schedules to ensure operational continuity and compliance with the company’s service standards. * Manage customer complaint handling and resolution, ensuring proper registration, tracking, response, and closure. * Prepare, analyze, and monitor customer satisfaction surveys and metrics, identifying opportunities and proposing improvement actions. * Monitor key departmental performance indicators and SLA compliance. * Supervise the entry and tracking of sales notes, as well as coordination of complex activities related to commercial, logistics, and technical service processes. * Oversee monthly billing management, ensuring timeliness and compliance with defined SLAs. * Coordinate equipment deliveries and associated training, ensuring an appropriate customer experience. * Collaborate with various departments across the company to promptly resolve cross-functional requests. * Serve as backup for Customer Service Executives when operational needs require. * Drive improvements in area processes, procedures, and tools to enhance service quality and efficiency. **What are we looking for in you?** **Education and experience** * Industrial Engineering, Business Administration, or related degrees; or a Technical Higher Education degree in Administration or related fields. * Minimum **5 years of professional experience**, including at least **2 years leading teams** in service or customer-facing areas. * Experience managing customer request handling and resolution processes for internal and external customers. **Technical knowledge and skills** * Proficiency in SAP Business One – sales orders, invoicing, credit memos, debit memos, supplier and customer reservation invoices, Business Partners **(mandatory).** * Experience managing customer satisfaction through surveys, metrics, and improvement plans. * Experience in handling, tracking, and resolving complaints. * Proficiency in Excel. * Desired experience with Customer Service CRM platforms such as Salesforce or equivalent systems. * Desired familiarity with accounting documents and billing-related processes. **Competencies we value** * Leadership and ability to organize, develop, and coordinate teams. * Excellent communication skills and ability to effectively engage with internal and external customers. * Analytical ability, problem-solving skills, and sound decision-making. * Organization, proactivity, and commitment to compliance and quality. **What do we offer?** * Hybrid work mode at our Central Office. * Complementary Health Insurance at no cost to the employee. * Enrollment in Los Andes Compensation Fund. * Join a company specialized in medical technology with a strong market presence. * A leadership role with direct impact on our customers’ experience and on improving our service processes. **If leading people, improving processes, and building excellence in service experiences motivates you, we invite you to apply and become part of ATM.**