Opportunities

Primary Function

• We are seeking a highly motivated and experienced Customer Service Manager to join our team. The Customer Service Manager will be responsible for the effective management of our Customer Service team and provide excellent service and sales support to our customers. The Customer Service Manager will be an integral part of the Sales Operations team and will be responsible for the successful growth, infrastructure and processes deployment, to support the Company’s growing Customer Service needs. This position reports to the Director of Sales Operations. As part of a growing company, an entrepreneurial attitude and drive are required.

Duties/Responsibilities

• Responsible for managing customer service processes from end to end – from account set up to accounts receivables.
• Ability to recruit, onboard, train and manage customer service professionals.
• Provide direction and leadership to the customer service team.
• Managing, developing and implementing customer service policies and procedures that govern how the company interacts with its customers.
• Developing and updating SOPs and working instructions as the team grows
• Handling customer complaints and ensuring that they are resolved in a timely and satisfactory manner, including authorizing RMAs.
• Monitoring customer feedback and use it to improve the company’s products and services.
• Keeping detailed order and sales records for financial and operational reporting.
• Developing key metrics to maintain operation consistency and identify improvement opportunities.
• Collaborate with cross-functional teams to resolve customer issues and improve processes.
• Project management for all customer service-related initiatives

Special Knowledge/Skill

• Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
• Excellent communication skills with the ability to interact with customers, field sales, and internal personnel.

Experience

• 5+ years of experience in a customer service role in medical device, public company experience preferred
• Bachelor’s degree in a relevant field, such as business administration, healthcare management, or a related discipline.
• Experience with a CRM and ERP system.
• Experience managing the order to cash process, including account receivables.
• Strong problem-solving and conflict resolution skills
• Proven track record of inter-disciplinary collaboration
• Ability to work in a fast-paced environment.
• Basic understanding of contract management.
• Excellent communication and interpersonal skills

Education/Training

• Bachelor’s degree in a relevant field, such as business administration, healthcare management, or a related discipline.

Travel Expectations (OPTIONAL BASED ON ROLE)

• Occasional Trips to Valencia Office
• Occasional travel to field meetings (<5%)

Position Location

Irvine

Information Security Compliance

AVITA Medical recognizes the role of information security in ensuring that users have access to the information they require to carry out their work in a secure manner.  AVITA Medical is committed to protecting the security of its information and information systems.  As such, each role within AVITA Medical must demonstrate the same commitment to information security.