Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Customer Service Manager
Job
Ceodeux
Randolph, NJ (In Person)
$70,159 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
70
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Scope of the job: The Customer Service Manager is responsible for leading the customer service team in the delivery of exceptional service and support to clients across regulated markets. Operating within an
ISO 13485
certified distribution facility, the role includes overseeing the accurate processing of purchase orders, management of customer returns, communication of delivery schedules, and resolution of service issues related to products and regulated components. The role requires cross-functional collaboration with operations, logistics, sales, and regulatory stakeholders to ensure customer satisfaction, documentation accuracy, and full compliance with traceability and quality system requirements. This position is both strategic and hands-on, involving process improvement, team leadership, and systems management to support operational efficiency and regulatory readinessKey Responsibilities:
- Lead, coach, and develop the customer service team to ensure high performance, accountability, and continuous improvement.
- Oversee the processing of customer purchase orders, ensuring order accuracy, timely fulfillment, and regulatory compliance.
- Manage and streamline the RMA Return Material Authorization process, including approvals, tracking, communication, and root cause feedback loops.
- Ensure all customer service activities comply with ISO 13485 and internal SOPs; support audit readiness through documentation control and reporting.
- Maintain strong customer relationships by ensuring prompt, professional, and effective resolution of inquiries, complaints, or escalations.
- Work closely with shipping, warehouse, and sales teams to coordinate fulfillment schedules, backorders, and special requests.
- Monitor and analyze service metrics e.g., order accuracy, response times, RMA cycle time and prepare reports for leadership.
- Drive the implementation and ongoing optimization of ERP/CRM tools for order entry, tracking, and communication.
- Develop and maintain SOPs, work instructions, and training materials for customer service activities.
- Represent the voice of the customer in cross-functional meetings and support continuous improvement initiatives across departments. Qualifications
- Bachelor's degree in Business Administration, Supply Chain or related discipline. Experience
- ≥ 5 years customer-service experience in medical-device, industrial-gas or other regulated distribution; ≥ 3 years supervisory/managerial responsibility. Technical Skills
- Proficient in ERP (SAP / NetSuite / Oracle) and CRM platforms
- Advanced MS Excel skills
- Working knowledge of hazardous-gas transport & SDS documentation.
- Familiarity with ISO 13485, GDP and basic CAPA methodology. Soft Skills
- Excellent written & verbal communication.
- Strong negotiation and conflict-resolution capability.
- Proven ability to lead teams and manage change in a fast-paced environment.