Manager, Customer Experience

At Recor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise™ uRDN System, we’re on a mission to provide the millions of people who suffer from hypertension with a non-drug and minimally invasive option to lower their blood pressure. Join us on our journey and make a meaningful impact on the lives of people around the globe.

Position Summary:

the Manager, Customer Experience strives to provide the absolute best customer experience on a daily basis. Responsible for managing all sales and customer requests pertaining to product orders and general inquiries with a focus on customer satisfaction. Will work in a fast-paced team environment to support Recor Medical’s Sales initiatives.

Responsibilities and Duties

• Proactively maintain company database in Customer Relationship Management and ERP software system.

• Collaborate throughout the company with multiple departments including Sales, Accounting, Inventory Management, Quality Assurance, Marketing, Shipping, etc.

• Partner with and become the main internal company contact for the field sales teams.

• Establish new customers in CRM data base.

• Draft customer quotes and keep track of open opportunities.

• Manage sales orders received by phone, fax, email and electronic data interchange (EDI) and coordinate with shipping.

• Keep track of invoices and payments.

• Understand manufacturing status and sales projections ensuring proper inventory.

• Run sales operation reports.

• Participate in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

• Recognize a customer complaint and forwards to the appropriate personnel based on Quality Policies and Procedures.

• Verify customer pricing and process special instructions for handling.

• Work with the Accounts Receivable Team for timely resolution of order discrepancies.

• Release standing orders in accordance with pre-determined shipping dates.

• Have a good product knowledge and understanding of market.

• Perform other job-related duties as assigned.
 

Requirements

• A minimum of a bachelor's degree is required.

• A minimum of 8 years related experience is required

• Ability to Lead with a quality of listening that includes diplomatic verbal and written communication skills.

• An organized individual, able to work in a fast-paced environment and comfortable with managing multiple tasks through prioritization.

• Knowledgeable of CRM and ERP systems.

• Able to interact with customers and sales representatives to address delicate situations in a professional manner.

• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.

• Attention to detail; data entry accuracy.

• Demonstrate best in class telephone etiquette.

• Requires knowledge of company products and customer service activity.

Salary Range: $117,616 - $132,677 (Annual Base Salary)

The successful candidate's starting base pay will be determined based on job-related skills, experience, qualifications, work location and market conditions. The expected base pay range for this role may be modified based on market conditions. 

Equal Employment Opportunity
At Recor Medical, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.

Respecting your privacy is an essential part of the Company’s privacy program and we are committed to the proper handling of Personal Information collected or processed in connection with an Applicant’s application for employment, a Contract Worker’s work, or a Former Employee’s employment at Recor. Refer to our Applicant, Contract Worker & Former Employee Privacy Policy for more detail information.