Manager US Customer Service

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.
Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.
Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of the Position

As part of the Customer Services Team, you will provide front line support to our customers’ concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to partnering with counterparts across the business to develop scalable support solutions that align with our company and business targets. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a dedicated desire to learn. You also have experience with customer service, sales, marketing and supply chain.

The Customer Service Manager is responsible for providing world-class customer service experience. This role will be extremely hands-on to gain an understanding and facilitate the complete end-to-end interaction lifecycle. This person is responsible for the management of the Customer Service Team that provides support for customers, distributors, and all Intuitive field-based employees. This person must demonstrate a high degree of business ownership, exceptional customer service, and proven communication skills. You will be working with your counterparts in EMEA and APAC, so experience working with a global team is important to the success of this role.

Reporting to the Senior Manager Director of US Customer Service North America, the successful candidate will focus on all aspects of the customer experience. They must be able to develop and implement best practices, have cross-culture understanding and ability to coach their team members by leveraging performance KPIs to develop personal level goals, and, some global experience, and the flexibility to assist with some off-hours customer order emergencies.

Our culture promotes creativity, focuses on inclusion, and produces opportunities for discovery every day. This is an opportunity to become a part of the services organization where you can help others reach their full potential while also reaching yours. The Manager position is considered a “working Manager” position and will require support through live phone coverage, email, and chat to remain in tune with the customer and team member experience.

This role will be support our west coast and remote team members.

Essential Job Duties 

• Manage daily operations of the order management and customer service functions as well as a team of Customer Service Representatives with varying levels of skill sets which provide operational/business support to internal and external customers on company products and services.
• Monitor team’s daily performance and effectiveness including captaining call queues, email Inbox, Salesforce case assignment to ensure alignment with departmental SLAs/Goals, and provide ing an open and closing summary to customer service leadership
• Continuously monitor the SFDC ticketing and case management workflows ensuring that best practices are exercised, and service level goals are achieved.
• Oversee the Communication/Call Quality Program and establish benchmarks to uphold world class service standards.
• Partner with manager to oversee bi-monthly quality audits of complaint records 
• Develop and distribute operational and team performance reports to man