Customer Care Manager

Benefits

Additional Information

Help grow a safer, cleaner, healthier future for everyone, every day. Company description: TeDan Surgical Innovations (TSI) designs and manufactures specialty surgical products for use in orthopedic, neuro, thoracic and spine surgeries. TSI was founded in 2006 with the goal to innovate and address evolving retraction techniques in spine surgery. We have successfully addressed the need for minimally invasive, posterior, lateral and anterior surgical approaches to the spine, and have introduced access instrumentation for neurological, orthopedic and cardiothoracic procedures. We commit to providing innovative, high-quality surgical access systems designed to optimize exposure and improve the surgeon experience. Job Summary: The Customer Care Manager (CCM) will lead TSI's customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy. Duties/Essential Job Functions: Customer Experience & Lifecycle Ownership Own the full customer experience across pre-sale, order execution, and post-sale support Ensure timely resolution of inquiries, complaints, and product-related issues Deliver consistent, proactive communication across all customer segments Establish structured feedback loops to inform product, operations, and commercial teams Supervise the daily operations of the customer service department Set customer satisfaction goals and work with the team to meet them on a consistent basis Assist in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Identify and assess customers' needs to achieve satisfaction Team Leadership & Capability Development Lead, coach, and develop customer service and sales support teams Build deep product and process knowledge across the team Establish a high-performance, customer-first culture focused on accountability and responsiveness Operational Excellence & Process Management Optimize quoting, order management, and fulfillment workflows Ensure accuracy and completeness of all customer records in ERP/CRM systems Drive implementation of scalable tools, automation, and process improvements Regulatory, Quality & Compliance Ensure adherence to all applicable quality system and documentation requirements Support proper intake, documentation, and routing of customer complaints and product feedback Maintain high standards of data integrity, audit readiness, and process compliance Commercial Support & Field Enablement Partner with sales leadership to support distributors, direct customers, and field teams Improve order conversion, response quality, and customer responsiveness Support onboarding and enablement of distribution partners and new sales representatives Identify opportunities to increase customer value through service and product engagement Cross-Functional Collaboration Coordinate closely with sales, marketing, operations, and supply chain teams Ensure seamless handoffs and alignment on customer commitments Provide insights on customer needs, market trends, and service performance Experience/Skills: 5+ years of customer service or inside sales leadership experience Experience in a B2B, medical device or manufacturing environment Strong understanding of order management and customer workflows Experience with ERP/CRM systems Proven ability to lead teams and improve performance Experience in medical device or regulated industries Technical product experience or ability to learn complex product lines Strong cross-functional collaboration experience Proven leadership of customer service or inside sales teams in a B2B environment Experience managing end-to-end customer operations (order-to-cash lifecycle) Background in complex or technical product environments (medical device or similar preferred) Strong ERP/CRM experience with demonstrated process improvement capability Track record of cross-functional collaboration with sales and operations teams Computer literate in various software applications Ability to multi-task, prioritize and manage time effectively Communication: Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans Excellent communication and presentation skills Proven customer support experience Strong phone contact handling skills and active listening Interpersonal: Ability to cooperate and support team member

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