Customer Service & Account Management Manager

For over 160 years, Haag-Streit has been a leading provider of medical equipment for ophthalmologists, optometrists, and opticians. Our experience is the foundation for developing, designing, and producing unparalleled medical instruments and equipment. From slit lamps to surgical microscopes, digital imaging to procedure chairs, we set the standard for precision mechanics and innovative technology. Haag-Streit USA, headquartered in Mason, Ohio is the USA manufacturing, distribution, sales, engineering and service operating facility for the Haag Streit and Reliance Medical lines of products.

The advantages of working at Haag Streit USA:

• Global Leader - Haag-Streit has been a leading provider of medical equipment for ophthalmologists, optometrists, and opticians for over 160 years.
• Strong sense of purpose - Our employees take pride in producing products that serve medical markets worldwide. Our high-quality exam and procedure chairs, surgical stools, instrument delivery systems, treatment cabinets set the standard for reliability and precision.
• Stability and innovation - Established over 160 years ago, Haag Streit and Reliance Medical Products experience is the foundation for developing, designing, and producing unparalleled medical instruments and equipment.

What will you get in return?

• Excellent benefits package that starts on the first day of the month after you are hired
• Employee high deductible medical plan free to employees, no monthly premium
• Employee vision coverage free to employees, no monthly premium
• Additional plans and coverage tiers available at highly competitive rates
• Basic life insurance and Short-Term disability provided at no cost to employees
• Additional benefits including Dental, Critical Illness, Long Term Disability
• PTO, Vacation, 12 Paid Company Holidays
• Best in class 401(k) with company match and deferred compensation plan, up to 8% employer contribution

SUMMARY:

The Manager of Customer Service & Account Management reports to the CEO of Haag-Streit USA and works closely with senior executives. The position is responsible for directing and managing all aspects of Customer Service department including direct customer interaction, client onboarding, training, and production management. The position will provide leadership, vision, and day to day direction to the team setting the standard for excellence in communication, quality, accountability, productivity, and results.

ESSENTIAL FUNCTIONS:

• Direct, oversee, and coordinate the processing of sales orders, acknowledgements, and invoices, in accordance with established Sales/Marketing policies, processes, and procedures.
• Serve as the proactive "go-to" leader with all new and legacy customers and accounts including new business pipeline opportunities. Has an attitude focused on customer satisfaction at a profit and meeting sales and business goals-agile, adaptive and executes.
• Oversee and coordinate the shipment of goods to customers thorough cross functional collaboration with production, shipping, and the end customer. Ensure that customer deadlines and needs are met.
• Develop and implement Customer Service policies and procedures pertaining to new customer acceptance, customer management, customer satisfaction, and customer retention, etc. inclusive of compliance controls.
• Supervision of assigned Customer Service Account Management staff, to include establishment of individual and departmental priorities, goals and objectives; direction, guidance, and oversight of individual and departmental activities; staff development and training, and performance reviews of supervised personnel.
• Sets goals and expectations (KPIs) for CS team, including production, client relationships, and client satisfaction.
• Continually assesses the department, refining, developing and implementing processes and procedures accordingly.
• Responsible for development, implementation, and compliance with administrative policies and procedures for support functions provided to Company Administrative, Logistic and Sales/Marketing Services.
• Partner with Quality Team regarding customer complaints/RMA's, completes all related documents, and communicates complaint closure details back to customer within specified time frame.
• Work with Finance team on, order invoicing, collections of past due invoices, over payments, price discrepancies, credits, and consignment settlement reports.
• Maintenance of ERP D365 Customer set up, pricing, and customer contracts.
• Monitor customer satisfaction surveys, customer complaints, complaint trends, and propose corrective actions both individually and with appropriate internal and/or external personnel. Responsible for non-performance failure analysis as required.
• Advise and provide input to Inventory Management and Purchasing teams pertaining to inventory levels and needs participate in monthly rolling forecast and Sales and Operations planning process.

KNOWLEDGE, SKILLS, AND ABILITIES:

• BA or equivalent experience in Business, Sales Management, Marketing, Communications, or similar discipline.
• 5+ plus years' experience and track record of success in sales, marketing role, or a customer service and support leadership role. Channel selling experience a plus.
• Experience at a high technology product development or manufacturing firm preferably in medical instruments and equipment, healthcare, biotech, electronics or manufacturing.
• Must have excellent computer operation skills with MS Word, Power Point and Excel.
• Proficient with CRM system and ERP systems, Microsoft D365 and Dynamics CE preferred.
• Ability to coordinate between departments, teams, vendors, and clients.
• Excellent oral and written communication skills; experience giving sales and company presentations, informational or status presentations to executive team members.
• Ability to work with minimal supervision in a dynamic, high paced environment and interface with inside and outside customers at all levels.
• May travel for client meetings, training sessions, trade shows, etc., as necessary.

Haag Streit USA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.