Customer Service Manager

Customer Service Manager Allentown, PA Job Details Full-time 1 day ago Benefits Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance Life insurance Qualifications CRM software Process improvement Customer inquiry handling Team development Key Performance Indicators Bachelor's degree Team management CRM system proficiency Customer service management Full Job Description HoverTech International , an Etac and medical device company established in 1997 is seeking an onsite Customer Service Manager in Allentown, PA. This is a well-rounded, Customer Service Manager opportunity and is not a call center or retail customer service environment. The Customer Service Manager will lead and scale customer operations, including customer service, technical support, and repairs & returns. This role is responsible for delivering a best-in-class customer experience while building efficient, scalable processes that support growth in the medical equipment and patient handling market. The ideal Customer Service Manager candidate is a hands-on leader and process builder who can connect front-end customer interactions with back-end service operations to improve responsiveness, reduce costs, and strengthen customer trust. If the below words describe you this role may be a fit for you! Process driven Operational thinker Data-driven Strong communicator Entrepreneurial Hands-on leadership style HoverTech International offers… Competitive salary + bonus potential 100% employer paid benefits (for employee and family) Medical, dental, vision 401K plan Life insurance Tuition reimbursement Laid-back dress code and is dog friendly!

Customer Service Manager Responsibilities :

Manage and develop a team of 3 Customer Service Representatives Own and report on key performance indicators Drive the adoption of B2B/DTC ordering site Establish and monitor service level agreements (SLAs) for response and resolution times Standardize communication (email templates, tone, escalation protocols) and ensure accurate handling of orders, order status inquiries and customer questions Oversee technical support workflows for troubleshooting equipment issues Develop and maintain troubleshooting guides, knowledge-based articles and training materials Partner with sales and clinical teams to ensure proper product usage and education Own the end-to-end (RMA) repair and return management process including analyzing trends Map and optimize the customer journey from order to issue resolution including scalable workflows and documentation. Act like the voice of the customer internally and partner with Sales, Operations as well as Product and Quality teams.

Customer Service Manager Qualifications:

Bachelor's degree preferred-not required 5+ yrs. of customer service, technical support or service operations 2+ yrs. leadership experience managing a customer service team of 3 employees or larger and has been responsible for setting and managing KPI's. Experience managing RMA (Repair and return management) process Strong process orientation and ability to build structure in a growing environment 1+ yrs. Salesforce/similar CRM experience 1+ yrs. NetSuite/similar ERP systems Excellent oral and written communication skills #LS489

Job Type:

Full-time Benefits:

401(k) Dental insurance Disability insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): Have you led a customer service team of 3 or larger and been responsible for setting and managing KPI's as well as training and developing a team? Please answer yes or no

Education:

Bachelor's (Preferred)

Experience:

CRM software: 1 year (Required) ERP systems (NetSuite preferred): 1 year (Required) Customer service, technical support, service operations: 5 years (Required)

Work Location:

In person