Manager, Customer Service

$80,000 - $138,000/Yr

Philips - Murrysville, PA

Full-time - Mid Level

Onsite - Murrysville, PA

1,001-5,000 employees

Repair and Maintenance

About the position

As a Customer Service Manager at Philips, you will oversee the daily operations of the order management team for the North American Region within the Sleep and Respiratory Care division. Your primary focus will be on ensuring excellent customer satisfaction through effective team management, process improvement, and collaboration with other departments. You will be responsible for hiring, training, and developing team members while tracking service levels and addressing complex customer issues.

Responsibilities

• Oversee the day-to-day operations of the order management team.
• Hire, train, and develop the order management team to ensure excellent customer satisfaction.
• Set guidelines and confirm adherence to quality procedures and policies.
• Track and maintain service levels, setting clear objectives for the team.
• Handle complex and escalated customer-related issues.
• Manage scheduling and resource allocation for customer service functions.
• Investigate process inefficiencies and implement improvements.
• Collaborate with sales, marketing, supply chain, and distribution departments to align team goals with company objectives.
• Execute personal development plans for self and team members.

Requirements

• 5+ years of experience in a customer service environment, preferably in a leadership role.
• Strong leadership, communication, and problem-solving skills.
• Ability to adapt to changing customer needs and business environments.
• Associate's degree in a business discipline or equivalent work experience; Bachelor's degree preferred.
• Proficiency in Microsoft Office programs and industry knowledge.
• SAP experience is strongly desired.

Nice-to-haves

• Experience in the healthcare technology industry.
• Familiarity with order management systems.

Benefits

• 401(k) with 7% match
• Employee stock purchase plan
• Health savings account
• Paid time off
• Tuition reimbursement