We are currently hiring a Customer Service Manager for a growing Medical Device company in the Denver and Northern Colorado Area! This position will be primarily remote but will require the individual to come in once or twice a month.

Description:

• Will speak directly with customers which could be physicians, distributors, or other accredited medical facilities, not individual consumers.

• This person will be building up the customer service department locally.

• Answer product questions (will be trained on all the knowledge)

• Assist customers with returns

• Enter all customer orders efficiently and make sure adequate stock is available to meet customer delivery dates.

• Respond to all customer service email questions & answer phones

• Answer customer inquiries on placed orders, returns, or product information and pricing.

• Monitors and resolves any issues on open orders.

• Manage customer issues by working internally between relevant departments, including sales reps, accounting, marketing, and warehouse personnel, to resolve issues, and provide feedback to the customer.

• Determine the needs of the customer by gathering relevant information to support their requirements (i.e., – setting up a customer for third party freight billing, setting up the company as a hospital vendor, and requesting special shipping requirements that need to be setup in ERP, etc.).

• Utilize ERP reports, customer, sales rep, and internal feedback to improve processes directly responsible for and/or where there is a break within the process.

• Identify, drive, and implement strategies to enhance customer service within the ERP system.

• Implement customer service strategies to improve the quality of service.

• Eventually train new hires

• Manage escalated scenarios

• Manage/lead all CSRs on the team

• Workforce management - decide on shifts to cover the nation.

Qualifications:

MUST HAVE

• Medical Device experience - know FDA requirements, audit process

• Experience working with GPO distributors

• Strong ERP knowledge (theirs is homegrown)

• Need to be able to build a department, really figure things out on the fly, adapt and lead a future team

• Minimum of 2 years of experience leading front line CSRs

  Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

  #prioritywest

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.