Sr. Manager of Customer Service

About Bioventus

At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

The Sr. Manager of Customer Service manages and oversees all aspects of the company’s customer service policies, objectives and initiatives for the Surgical US business.

What you'll be doing

• Oversees the company’s customer service policies, objectives and initiatives for the US surgical business to ensure all aspects of order processing to customer receipt to include:
• Call center(s) – product servicing & support, technical support, complaint logging and order exception management
• Order processing (SAP)
• Develops service level standards focused on response times and issue resolution.
• Ensures systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
• Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices.
• Monitors job requirements regularly to ensure they meet department functional needs.
• Identifies opportunities and resolves process/service issues; gathers, analyzes and interprets data to determine root cause of errors/nonconformance and implement appropriate corrections/corrective actions.
• Aligns customer service activities and initiatives to support and align with the company’s strategic imperatives.
• Develops/manages budget for function.
• Focuses on controlling costs through the management of departmental spending and process efficiency improvements.
• Interacts with customer service counterparts in international businesses and provides best practice support.
• Builds strong business partnerships with other functional areas.
• Interacts regularly with Finance, Reimbursement Services, Manufacturing, Distribution (including 3PL), Sales and other functions to meet customer service goals.
• Leads cross functional teams in development of new/improved processes.
• Maintains and administers Disaster Recovery Program to ensure ongoing operations of customer facing operations.
• Holds oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance & Ethics, policies and procedures and internal controls applicable to their role.
• Attracts, develops and retains talent.
• Ensure focus and alignment with functional and company goals.
• Provide employees with continuous feedback and coaching using talent and-performance management tools.
• Holds oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role.
• Other duties as assigned.

What you'll bring to the table

• Bachelor’s degree in business, marketing, or related healthcare field or other discipline.
• Master skills in SAP ERP or a similar sales tracking system and Excel
• Proficient in use of MS Office Products (Word, PowerPoint and Outlook)
• Five years’ experience in a customer support role with a minimum of 5 years people leadership experience in a customer service or customer support role

About Bioventus's Commitment to Diversity

Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply.