Customer Services Manager - DACH

at  Shockwave Medical

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

DESCRIPTION

Position Overview
The Customer Service Manager will manage, develop, and sustain the assigned International region and Customer Service team. The CS Manager will ensure professional support is provided to Shockwave sales teams and customers. Partnering with the other International Customer Service Managers, he/she ensures appropriate trainings, processes and procedures support the fast growth and success of the organization. The Customer Success Manager is a reference point of contact to complex situations and inquiries handling by utilizing a broad knowledge of Shockwave Medical products, services, and policies to provide Customer Service Excellence experience to Shockwave Medical customers.

High Level Responsibilities

• Manage Orders, pending POs and Order Review processes
• Conduct regular audits and ensure processes are follow properly
• Analyze trends and implement corrective actions
• Ensure tasks and workloads are distributed equality between team members
• Monitor logistics and logistics requirements
• Liaise with logistics partners on requirements and instructions
• Monitor and implement customer invoicing requirements
• Manage invoice postage on EDI platforms and posting issues resolution
• Support finance with month closure, audits, invoice disputes and communication to customers
• Manage new customer set up
• Make sure customer data is maintained up to date
• Handle customer feedback and complaints
• Coordinate communication and requests to customers, to sales teams and to Logistics partners
• Support recruitment process and onboarding of new staff
• Provide appropriate trainings on procedure updates
• Support line manager with KPIs, process improvements and implementation, procedure updates
• Back up International Customer Service Colleagues (might imply working on a bank day)
• Work closely with counterparts, finance, sales, marketing, quality, regulatory and operations teams as needed
• Support any ad-hoc project or task required by the line manager
• Ensure general administrative duties are met

Requirements

• Bachelors or Master degree
• 7+ years experience in the Customer Services
• Team training, team lead or management experience
• CS process supervision experience
• Speaks/writes/reads German and English fluently (C1/C2 level), good knowledge of French, Polish or Czech is a plus (B2 level)
• Proficient use of Microsoft Word, Excel, Outlook
• Knowledge of ORACLE is a plus
• Knowledge of Sales Force is a plus
• People Orientated: Strong verbal and written communication skills with a high concern for relationships, to support Shockwave customer service providers, customers and sales/clinical representatives
• Integrity: places high value on being consistently honest, trustworthy, and ethical
• Flexible: adjusts quickly and easily to new situations, process changes, variety of tasks
• Service Orientated: strong desire to meets people’s needs and be helpful towards them
• Self-driven: ability to work autonomously while respecting the internal procedures and processes
• Proactivity: Ability to identify areas of development and recommending improvements to line manager
• Results Oriented: determination to complete the task and achieve the team goals
• Organized: ability to set priorities and finish the tasks within timeline

• Manage Orders, pending POs and Order Review processes
• Conduct regular audits and ensure processes are follow properly
• Analyze trends and implement corrective actions
• Ensure tasks and workloads are distributed equality between team members
• Monitor logistics and logistics requirements
• Liaise with logistics partners on requirements and instructions
• Monitor and implement customer invoicing requirements
• Manage invoice postage on EDI platforms and posting issues resolution
• Support finance with month closure, audits, invoice disputes and communication to customers
• Manage new customer set up
• Make sure customer data is maintained up to date
• Handle customer feedback and complaints
• Coordinate communication and requests to customers, to sales teams and to Logistics partners
• Support recruitment process and onboarding of new staff
• Provide appropriate trainings on procedure updates
• Support line manager with KPIs, process improvements and implementation, procedure updates
• Back up International Customer Service Colleagues (might imply working on a bank day)
• Work closely with counterparts, finance, sales, marketing, quality, regulatory and operations teams as needed
• Support any ad-hoc project or task required by the line manager
• Ensure general administrative duties are me