Customer Service Manager

GE HealthCare

Job Location:

Arlington Heights, WA - USA

Yearly Salary: $ 108000 - 162000

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Job Description Summary

The Customer Service Manager is responsible for leading and optimizing the delivery of high-quality customer service to end customers distributors and subsidiaries. This role oversees the full order-to-shipment process ensuring accuracy timeliness and compliance with company policies quality standards and systems.
As a leader within the organization the Customer Service Manager manages and develops a customer service team acts as a strategic partner to Sales Supply Chain Finance and Logistics and serves as an escalation point for complex customer issues. The role is accountable for driving service excellence building strong customer and internal stakeholder relationships and leading continuous improvement initiatives that enhance customer satisfaction and supply chain performance

Job Description

Expected Outcomes

Lead coach and develop a high performing customer service team setting clear objectives and performance expectations aligned with company standards.
Create staffing models and schedules to support timesensitive radiopharmaceutical production and delivery windows including potential 24/7 or early-morning operations.
Foster a customer-centric culture that consistently delivers excellent professional customer service to end customers distributors and subsidiaries.
Act as an escalation point for complex or customer issues ensuring timely resolution and effective communication.

Provide oversight and strategic direction for the receipt processing and management of customer orders through company systems ensuring accuracy compliance and efficiency from order entry through shipment.
Ensure team adherence to established policies procedures quality standards and internal controls.
Maintain accountability for the accuracy and completeness of customer orders quotations pricing and customer communications.

Partner cross-functionally with Sales Supply Chain Finance Logistics Quality and other stakeholders to proactively identify and resolve service issues disputes and root causes.
Build and maintain strong internal relationships to understand service impacts capacity constraints and customer requirements.
Establish and nurture strategic trusted relationships with key customers distributors and commercial partners.

Lead continuous improvement initiatives to enhance service quality customer satisfaction and operational efficiency across the customer service and supply chain functions.
Analyze service metrics customer feedback and performance data to identify trends risks and improvement opportunities.
Initiate and drive process optimization and system enhancements in collaboration with business partners.

Ensure the team maintains strong product knowledge and understanding of end to end supply chain processes to support customers accurately and confidently.

Critical Experience

Demonstrated experience managing coaching and developing customer service or customer facing teams.
Proven ability to lead through change set priorities and drive accountability in a fast paced regulated environment.
Experience setting performance metrics evaluating results and implementing improvement plans.

Experience in customer service customer operations or order management preferably within Healthcare Pharmaceutical and/or Life Sciences industries.
Strong understanding of order to cash and supply chain processes in a regulated environment.

Proven critical thinking and problem-solving skills with the ability to make sound timely decisions on complex issues.
Experience analyzing data and KPIs to drive service improvements and support business decisions.

Experience using systems such as SAP Smartsheet or similar CRM / ERP tools.
High level of proficiency with MS Office applications (Word Excel PowerPoint).

Strong written and verbal communication skills with the ability to influence and collaborate across all organizational levels.
Experience working cross functionally to achieve business and customer outcomes.
Multilingual capability is preferable (Spanish desirable).

We will not sponsor individuals for employment visas now or in the future for this job opening. For U.S. based positions only the pay range for this position is $108000.00-$162000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills qualifications experience and addition this position may also be eligible to earn performance based incentive compensation which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package including not but limited to medical dental vision paid time off a 401(k) plan with employee and company contribution opportunities life disability and accident insurance and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment professional development challenging careers and competitive compensation. GE HealthCare is anEqual Opportunity Employer . Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19 some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No

Required Experience:

Manager

Job Description SummaryThe Customer Service Manager is responsible for leading and optimizing the delivery of high-quality customer service to end customers distributors and subsidiaries. This role oversees the full order-to-shipment process ensuring accuracy timeliness and compliance with company p...

Job Description Summary

Job Description

Expected Outcomes

Lead coach and develop a high performing customer service team setting clear objectives and performance expectations aligned with company standards.
Create staffing models and schedules to support timesensitive radiopharmaceutical production and delivery windows including potential 24/7 or early-morning operations.
Foster a customer-centric culture that consistently delivers excellent professional customer service to end customers distributors and subsidiaries.
Act as an escalation point for complex or customer issues ensuring timely resolution and effective communication.

Provide oversight and strategic direction for the receipt processing and management of customer orders through company systems ensuring accuracy compliance and efficiency from order entry through shipment.
Ensure team adherence to established policies procedures quality standards and internal controls.
Maintain accountability for the accuracy and completeness of customer orders quotations pricing and customer communications.

Partner cross-functionally with Sales Supply Chain Finance Logistics Quality and other stakeholders to proactively identify and resolve service issues disputes and root causes.
Build and maintain strong internal relationships to understand service impacts capacity constraints and customer requirements.
Establish and nurture strategic trusted relationships with key customers distributors and commercial partners.

Lead continuous improvement initiatives to enhance service quality customer satisfaction and operational efficiency across the customer service and supply chain functions.
Analyze service metrics customer feedback and performance data to identify trends risks and improvement opportunities.
Initiate and drive process optimization and system enhancements in collaboration with business partners.

Ensure the team maintains strong product knowledge and understanding of end to end supply chain processes to support customers accurately and confidently.

Critical Experience

Demonstrated experience managing coaching and developing customer service or customer facing teams.
Proven ability to lead through change set priorities and drive accountability in a fast paced regulated environment.
Experience setting performance metrics evaluating results and implementing improvement plans.

Experience in customer service customer operations or order management preferably within Healthcare Pharmaceutical and/or Life Sciences industries.
Strong understanding of order to cash and supply chain processes in a regulated environment.

Proven critical thinking and problem-solving skills with the ability to make sound timely decisions on complex issues.
Experience analyzing data and KPIs to drive service improvements and support business decisions.

Experience using systems such as SAP Smartsheet or similar CRM / ERP tools.
High level of proficiency with MS Office applications (Word Excel PowerPoint).

Strong written and verbal communication skills with the ability to influence and collaborate across all organizational levels.
Experience working cross functionally to achieve business and customer outcomes.
Multilingual capability is preferable (Spanish desirable).