HoverTech International, an Etac and medical device company established in 1997 is seeking an onsite Customer Service Manager in Allentown, PA. This is a well-rounded, Customer Service Manager opportunity and is not a call center or retail customer service environment.
The Customer Service Manager will lead and scale customer operations, including customer service, technical support, and repairs & returns. This role is responsible for delivering a best-in-class customer experience while building efficient, scalable processes that support growth in the medical equipment and patient handling market.
The ideal Customer Service Manager candidate is a hands-on leader and process builder who can connect front-end customer interactions with back-end service operations to improve responsiveness, reduce costs, and strengthen customer trust.
If the below words describe you this role may be a fit for you!
- Process driven
- Operational thinker
- Data-driven
- Strong communicator
- Entrepreneurial
- Hands-on leadership style
HoverTech International offers…
- Competitive salary + bonus potential
- 100% employer paid benefits (for employee and family)
- Medical, dental, vision
- 401K plan
- Life insurance
- Tuition reimbursement
- Laid-back dress code and is dog friendly!
Customer Service Manager Responsibilities:
- Manage and develop a team of 3 Customer Service Representatives
- Own and report on key performance indicators
- Drive the adoption of B2B/DTC ordering site
- Establish and monitor service level agreements (SLAs) for response and resolution times
- Standardize communication (email templates, tone, escalation protocols) and ensure accurate handling of orders, order status inquiries and customer questions
- Oversee technical support workflows for troubleshooting equipment issues
- Develop and maintain troubleshooting guides, knowledge-based articles and training materials
- Partner with sales and clinical teams to ensure proper product usage and education
- Own the end-to-end (RMA) repair and return management process including analyzing trends
- Map and optimize the customer journey from order to issue resolution including scalable workflows and documentation.
- Act like the voice of the customer internally and partner with Sales, Operations as well as Product and Quality teams.
Customer Service Manager Qualifications:
- Bachelor’s degree preferred-not required
- 5+ yrs. of customer service, technical support or service operations
- 2+ yrs. leadership experience managing a customer service team of 3 employees or larger and has been responsible for setting and managing KPI’s.
- Experience managing RMA (Repair and return management) process
- Strong process orientation and ability to build structure in a growing environment
- 1+ yrs. Salesforce/similar CRM experience
- 1+ yrs. NetSuite/similar ERP systems
- Excellent oral and written communication skills