Customer Services Manager - DACH in Home Office bei Shockwave Medical

Shockwave Medical

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Description

Position Overview

The Customer Service Manager will manage, develop, and sustain the assigned International region and Customer Service team. The CS Manager will ensure professional support is provided to Shockwave sales teams and customers. Partnering with the other International Customer Service Managers, he/she ensures appropriate trainings, processes and procedures support the fast growth and success of the organization. The Customer Success Manager is a reference point of contact to complex situations and inquiries handling by utilizing a broad knowledge of Shockwave Medical products, services, and policies to provide Customer Service Excellence experience to Shockwave Medical customers.

High Level Responsibilities

Manage Orders, pending POs and Order Review processes
Conduct regular audits and ensure processes are follow properly
Analyze trends and implement corrective actions
Ensure tasks and workloads are distributed equality between team members
Monitor logistics and logistics requirements
Liaise with logistics partners on requirements and instructions
Monitor and implement customer invoicing requirements
Manage invoice postage on EDI platforms and posting issues resolution
Support finance with month closure, audits, invoice disputes and communication to customers
Manage new customer set up
Make sure customer data is maintained up to date
Handle customer feedback and complaints
Coordinate communication and requests to customers, to sales teams and to Logistics partners
Support recruitment process and onboarding of new staff
Provide appropriate trainings on procedure updates
Support line manager with KPIs, process improvements and implementation, procedure updates
Back up International Customer Service Colleagues (might imply working on a bank day)
Work closely with counterparts, finance, sales, marketing, quality, regulatory and operations teams as needed
Support any ad-hoc project or task required by the line manager
Ensure general administrative duties are met

Requirements

Bachelors or Master degree
7+ years experience in the Customer Services
Team training, team lead or management experience
CS process supervision experience
Speaks/writes/reads German and English fluently (C1/C2 level), good knowledge of French, Polish or Czech is a plus (B2 level)
Proficient use of Microsoft Word, Excel, Outlook
Knowledge of ORACLE is a plus
Knowledge of Sales Force is a plus
People Orientated: Strong verbal and written communication skills with a high concern for relationships, to support Shockwave customer service providers, customers and sales/clinical representatives
Integrity: places high value on being consistently honest, trustworthy, and ethical
Flexible: adjusts quickly and easily to new situations, process changes, variety of tasks
Service Orientated: strong desire to meets people’s needs and be helpful towards them
Self-driven: ability to work autonomously while respecting the internal procedures and processes
Proactivity: Ability to identify areas of development and recommending improvements to line manager
Results Oriented: determination to complete the task and achieve the team goals
Organized: ability to set priorities and finish the tasks within timeline