This position works at our location in Germany (Wurmlingen)
Status:
Full Time, Exempt
Reports To:
Director, International Accounting
A. Purpose and Scope of Position
As a Customer Service Manager, you will be responsible for managing customer service duties in a high professional manner. You will have to deal with customer complaints and follow the complete process. You will interface with vendors, Engineering and Quality / Regulatory. As a manager you will manage and support a team.
B. Organizational Relationship
This position reports to the Director, International Accounting. This position may provide additional support to other departments as requested.
C. Duties and Responsibilities
Specific Job Duties/ResponsibilitiesResponsible for managing customer service including customer / distributor / direct sales interface, performing contract review, entering order information into ERP system and shipping devices to the fieldSupervising and training the customer service teamInterface with customers / distributors / direct sales in order processingResponsible for taking customer complaints and completing a portion of complaint process (initial contact). May assist in complaint investigationsResponsible for field inventory count and reconciliation as well as exchange of implants close to expiry in filed, in specific, work together with Territory Sales Managers and customersResponsible for entering and maintaining customer data and conditionally vendor and item master data in Microsoft Dynamics NAV2017 / or NetsuiteSupporting and monitoring inventory management and purchasing of released devices / components / servicesInterface with Quality/Regulatory in complaint handlingManage as necessary the warehouse logisticsMonitor proper execution and adherence to processesFinancial ResponsibilitiesSubmit timely expense reports and abide by the Expense Reimbursement PolicyTrainingParticipate in training plans and programs and complete in a timely manner within set deadlinesComplete required training prior to attempting to perform a taskMaintain required training documentationManagementThis position supervises othersDocument Control and Record ControlAssist in the completion and retention of documentation pertaining to all SOPs as requiredMaintain information in physical and electronic files as requiredOther duties as assignedD. Job Requirements
Education/Credentials Experience & Training- Completed apprenticeship (e.g., Kaufmännische Ausbildung (IHK) or Bachelor of Arts) is required
- Minimum of five (5) years’ experience in Customer Service/Logistics is required
- Minimum of two (2) years’ experience in an ERP system is required; experience with Navision or Netsuite is strongly preferred
- Minimum of two (2) years of experience in leading a team
- Minimum of three (3) years’ experience in medical device industry is preferred
- Fluent English language skills is required
- Multi-lingual (in addition to English, e.g., Spanish, French, Italian, Polish) is preferred
3. Managerial Experience
- Minimum of two (2) years of experience in leading a team
4. Special Requirements/Physical Capabilities or Abilities, other Additional Desirable Qualifications
- Excellent communication skills
- Leadership skills
- Ability to deal with difficult people/callers in a professional manner
- Strong coordination and organization skills and teamwork spirit
- Excellent MS Office skills
5. Working Conditions
- Working conditions are normal for an office environment with an open layout and assigned workstation or office
- Standard office hours are Monday – Friday; 8:00 am – 5:00 pm
- Work may require prolonged periods of sitting and working at a computer
6. Health and Safety
- Must adhere to all safety requirements
- This position may require the use of personal equipment during various tasks/activities including but not limited to gloves, masks, and safety glasses
- Must be able to occasionally lift and handle objects weighing up to 10 lbs.
Note:
This Job Description is not designed to include a detailed listing of the activities, duties or responsibilities that may be required of the employee. This job description does not constitute an employment contract, implied or otherwise, and is subject to change by the employer as the needs of the employer and requirements of the job change.
Xtant Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
