Job Description

WE’RE HIRING A CUSTOMER SERVICE  MANAGER!

This is a full-time, direct hire position with a dynamic and growing organization.

The ideal candidate is responsible for delivering service excellence to our global customers and distributors, supporting achievement of company revenue goals and providing sales administration support to key business franchises. The Manager is responsible for creating a customer focused culture and team which delivers exceptional service daily. As a key face and voice of the Pinnacle customer, the Manager acts on behalf of the Customer in all interactions within the Company.

KEY INTERACTIONS & RELATIONSHIPS

• Proactively work with all members of the Customer Service Department daily to ensure their customer interactions are handled professionally and positively – resulting in a delightful customer experience.
• Engage with health care facility customers and distributors daily to ensure Pinnacle is providing service excellence, to address and resolve customer concerns and to identify opportunities for improvement
• Proactively interact with the respective Franchise leadership – Domestic, International, OEM, Amnio, - to support achievement of sales goals and to deliver operational excellence across all franchises
• Meet with Production Planning a minimum of once per week to review available inventory, to coordinate new inventory requirements and to understand production shortfalls which will impact customers
• Meet with Accounting Department to coordinate pricing and fee levels for all customers, discuss any concerns regarding customer financial and credit status, and resolve any discrepancies which have an impact on delivering service excellence to the customer
• Assist the Regulatory Affairs/Quality Assurance to assure tissue returns and customer complaints are managed per company policy and procedure
• Maintain daily communication with direct supervisor and company leadership

EDUCATION AND WORK EXPERIENCE REQUIREMENTS

• BA/BS degree
• Minimum of 6-8 years experience In Customer Service with 2-3 years in a supervisory role
• Minimum of three years’ experience in in Customer Service in a medical products company, a tissue bank, organ procurement organization or other customer focused health care organization
• Strong working knowledge of Salesforce Customer Relationship Management or similar CRM, Microsoft Office, especially Excel and cloud-based work platforms
• Familiarity with medical terminology, including human anatomy, and experience working under FDA regulatory compliance, HIPAA, cGMP, and cGTP requirements.
• Experience with resource planning, technology implementation, and quality monitoring

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Recruit, hire, train, and schedule Customer Service staff to provide all domestic and international customers with service excellence from a well-trained and motivated team
• Manage all customer service processes for Domestic, International, OEM and Amnion Technology franchises to support achievement of company revenue goals
• Develop, implement and manage formal processes in these critical programs: Hospital Consignment Inventory, new Health Care Facility and new Distributor Onboarding, Sample Tissue Requests, Hospital Request for Proposals (RFP’s)
• Manage and maintain the Salesforce Customer Relationship Management database
• Develop and maintain central database of existing Hospital Contracts, Hospital and Distributor Fee Schedules, Special Fee programs, and Hospital RFPs
• Utilize company software infrastructure to support customer service processes
• Assure department functions in a manner consistent with internal and external policies and procedures
• Maintain and communicate daily, weekly and monthly sales reports to Sales Team and Leadership
• Be fully knowledgeable of Tissue Return Policy, Product Offerings, Fee Schedules, and Shipping parameters
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Complete all necessary safety and job specific training and re-training no less than once each year.
• Other duties which are consistent with the role as assigned by immediate supervisor or the CEO of Pinnacle

Pinnacle Transplant Technologies is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.

Company Description

TOGETHER WE MAKE A DIFFERENCE Join a rising organization that is focused on innovative allografts and being a leader in quality. Pinnacle Transplant Technologies is dedicated to the growth and development of its workforce, affectionately known as “associates.” Together we work hard, always with the mission of honoring the gift of donation. We’re looking for collaborative, innovative, hardworking team members who desire a career with purpose to join our team. WE INVEST IN YOU! ** Comprehensive Health Benefits w/ free medical, dental, vision plan ** Employer Sponsored Life and Disability Policies ** Generous Paid Time Off Program ** Ten (10) Paid Holidays Per Year ** 401(k) Profit Sharing Plan with 4% match; with NO vesting schedule ** Employee Assistance & Discount Program To learn more about Pinnacle Transplant Technologies, and to apply for this position, please visit our company Careers Page at http://pinnacletransplant.com/careers/