Customer Service Manager

GE HealthCare is a leading company in the healthcare sector, and they are seeking a Customer Service Manager to lead and optimize high-quality customer service delivery. The role involves managing a customer service team, overseeing the order-to-shipment process, and driving service excellence through strategic partnerships and continuous improvement initiatives.

Responsibilities:

• Lead, coach, and develop a high performing customer service team, setting clear objectives and performance expectations aligned with company standards
• Create staffing models and schedules to support time‑sensitive radiopharmaceutical production and delivery windows, including potential 24/7 or early-morning operations.​
• Foster a customer-centric culture that consistently delivers excellent, professional customer service to end customers, distributors, and subsidiaries
• Act as an escalation point for complex or customer issues, ensuring timely resolution and effective communication
• Provide oversight and strategic direction for the receipt, processing, and management of customer orders through company systems, ensuring accuracy, compliance, and efficiency from order entry through shipment
• Ensure team adherence to established policies, procedures, quality standards, and internal controls
• Maintain accountability for the accuracy and completeness of customer orders, quotations, pricing, and customer communications
• Partner cross-functionally with Sales, Supply Chain, Finance, Logistics, Quality, and other stakeholders to proactively identify and resolve service issues, disputes, and root causes
• Build and maintain strong internal relationships to understand service impacts, capacity constraints, and customer requirements
• Establish and nurture strategic, trusted relationships with key customers, distributors, and commercial partners
• Lead continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency across the customer service and supply chain functions
• Analyze service metrics, customer feedback, and performance data to identify trends, risks, and improvement opportunities
• Initiate and drive process optimization, and system enhancements in collaboration with business partners
• Ensure the team maintains strong product knowledge and understanding of end to end supply chain processes to support customers accurately and confidently

Requirements:

• Demonstrated experience managing, coaching, and developing customer service or customer facing teams
• Proven ability to lead through change, set priorities, and drive accountability in a fast paced, regulated environment
• Experience setting performance metrics, evaluating results, and implementing improvement plans
• Experience in customer service, customer operations, or order management, preferably within Healthcare, Pharmaceutical, and/or Life Sciences industries
• Strong understanding of order to cash and supply chain processes in a regulated environment
• Proven critical thinking and problem-solving skills with the ability to make sound, timely decisions on complex issues
• Experience analyzing data and KPIs to drive service improvements and support business decisions
• Experience using systems such as SAP, Salesforce.com, Smartsheet, or similar CRM / ERP tools
• High level of proficiency with MS Office applications (Word, Excel, PowerPoint)
• Strong written and verbal communication skills, with the ability to influence and collaborate across all organizational levels
• Experience working cross functionally to achieve business and customer outcomes
• Multilingual capability is preferable (Spanish desirable)