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Customer Service Manager

Freedom Meditech, Inc.

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Location: San Diego, CA Posted Date: 4/22/2013 Position Type: Full time Job Code: CSM Required Education: Bachelors Degree Areas of Expertise Desired: Customer Service
Operations
Project Management

Description

Freedom Meditech is a private, growth-stage medical device company focused on the development and commercialization of non-invasive, ophthalmic medical devices.  We are preparing to launch our first product. As our first hire in customer service, this position will be responsible for building compliant processes/tools and developing a customer service team that establishes a reputation for service excellence.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
1. Lead the design, development, and implementation of tools and processes to support department.
2. Provide customer service support as needed including: handling/resolving customer calls, coordinating deliveries and returns, supporting outside sales, and assisting with billing.  
3. Hire, develop, and manage Customer Service Representatives.
4. Consult with senior management to identify and resolve quality, compliance, process, and service related issues.
5. Develop budget and schedules (business hours and after hours) needed to meet commitments to customers.  
6. Learn product details in order to provide instruction and training to     customers.  
7. Coordinates and tracks shipments (domestic and international).
8. Interfaces with contract manufacturer for several reasons including communicating/tracking issues and coordinating shipments.

Requirements

QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS):
1. Bachelor degree required.
2. 5 years management experience required, preferably in the medical device industry.
3. Excellent written and verbal communication skills.
4. Self-motivated, flexible, ability to take concepts from senior management and build necessary details. Team player. Continuous improvement focus.
5. Experience with using and/or implementing a CRM solution.
6. Strong computer skills including Excel and Word.
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