Customer Service Manager

Position Summary

The Customer Service Manager is responsible for managing the operational performance of assigned customer accounts and serving as the primary liaison between customers and internal teams, including Planning, Supply Chain, Operations, Quality, and Commercial leadership. This role owns order fulfillment strategy, forecasting alignment, service performance, and operational issue resolution. The position exercises independent judgment and discretion in evaluating customer requirements, assessing operational risks, developing recommendations, prioritizing business needs, and leading cross-functional solutions that support customer commitments and business objectives.

Essential Duties & Responsibilities

Customer Service & Account Management

• Serve as the primary operational contact for assigned customer accounts.
• Build and maintain strong customer relationships through proactive communication and operational support.
• Lead customer review meetings, open-order discussions, and business update calls.
• Evaluate customer requirements and operational constraints to determine appropriate actions and priorities.
• Develop communication plans related to delivery delays, supply constraints, and recovery efforts.
• Manage customer escalations and ensure timely resolution of operational issues.

Order Management & Fulfillment

• Oversee customer order execution and data integrity within Epicor ERP.
• Monitor open orders, backlog, inventory availability, and delivery performance.
• Identify fulfillment risks and coordinate corrective actions with internal stakeholders.
• Ensure accurate reporting of customer commitments and operational performance.
• Support new product introductions and customer onboarding activities.

Analytics & Business Reporting

• Analyze customer performance data, including:

• On-Time Delivery (OTD)

• Fill Rate

• Forecast Accuracy

• Backorder Performance

• Open Order Health

• Prepare customer performance reviews and operational reports.

• Identify trends, opportunities, and risks and present recommendations to leadership.

• Utilize ERP, Excel, and reporting tools to support data-driven decisions.

Continuous Improvement

• Identify opportunities to improve customer service, reporting, and order management processes.
• Support ERP enhancements, workflow improvements, and reporting automation initiatives.
• Lead or participate in cross-functional process improvement projects.
• Promote best practices that improve customer satisfaction and operational performance.

Compliance

• Ensure activities are conducted in compliance with FDA regulations, ISO 13485, ISO 9001, company policies, and applicable quality-system requirements.
• Maintain confidentiality and accuracy of customer and company information.

Qualifications

Education & Experience

• Bachelor's degree in Business, Supply Chain Management, Operations, Engineering, or related field.
• 5+ years of experience in customer service, commercial operations, supply chain, account management, or related business functions.
• Manufacturing experience required.
• Medical device or other regulated industry experience preferred.
• Experience with ERP systems and customer order management preferred.
• Epicor ERP and Power BI experience preferred.

Knowledge, Skills & Abilities

• Strong business judgment and decision-making skills.
• Ability to exercise independent judgment and discretion on operational matters.
• Knowledge of customer service, order management, and supply chain processes.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication abilities.
• Ability to influence and collaborate across multiple functions.
• Advanced proficiency in Microsoft Excel and business reporting tools.

Why Join EXALTA?

At EXALTA, we partner with leading medical technology companies to bring life-changing products to market. As a Lean Manufacturing Engineer, you will play a key role in building a culture of continuous improvement, enabling scalable growth, and helping deliver our mission: Together, we make MedTech better.

EXALTA is an Equal Opportunity Employer. We respect every employee as an individual, and we hire and promote based on qualifications, performance, and potential - without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.