A medical device company specializing in premium surgical instruments and implants distributed across the United States. We serve hospitals, ambulatory surgery centers, and private practices through a robust national network of distributors. Our mission is to provide precision-engineered tools that enhance surgical performance and patient outcomes.
Role Summary:We’re seeking a highly organized, detail-oriented Customer Service & Operations Manager to lead our customer support and backend operational efforts. This role is critical to maintaining our gold-standard reputation for reliability, responsiveness, and operational excellence. You’ll be the glue between sales, manufacturing, logistics, and customer experience.
Key Responsibilities:Customer Service:- Lead the day-to-day operations of customer service, ensuring all inquiries, orders, and complaints are handled promptly and professionally.
- Act as the main point of contact for key accounts and distributors across the U.S.
- Develop and improve SOPs for order entry, RMA, returns, repairs, and support.
- Train and manage junior customer service reps (as the team grows).
Operations Management:- Oversee order fulfillment, ensuring accuracy and timeliness in shipping and logistics.
- Coordinate with German manufacturing partners for inventory planning, procurement, and lead times.
- Work closely with our U.S.-based warehousing partner to maintain proper stock levels and streamline outbound shipments.
- Monitor supply chain timelines and proactively resolve bottlenecks.
Process Improvement & Reporting:- Implement KPIs for customer service response times, fulfillment accuracy, and operational efficiency.
- Build dashboards and reports to provide insights to leadership.
- Identify automation opportunities to reduce manual work and increase speed.
Required Qualifications:- 3+ years of experience in customer service, supply chain, or operations—preferably in medical devices or healthcare.
- Experience working with distributors or hospitals is a plus.
- Familiarity with CRM/ERP systems (NetSuite, Salesforce, HubSpot, etc.)
- Strong communication skills—both written and verbal.
- Detail-oriented with excellent organizational and multitasking abilities.
- Comfortable working in a fast-paced, growing environment.
Why Join Us:- Opportunity to work directly with the founder and leadership team.
- Be a foundational team member of a fast-scaling company.
- Mission-driven work that impacts lives across surgical care.
- Competitive salary, benefits, and performance-based incentives.
