Reports to: Sr. Customer Service Manager
About the Role
We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, you will drive solution-oriented decision-making, collaborate closely with cross-functional partners, and ensure orders are processed accurately and efficiently. You will play a key part in shaping our overall customer service and order-to-cash strategy, ensuring a seamless process and an exceptional customer experience at every touchpoint.
Key Responsibilities
- Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team.
- Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps.
- Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction.
- Customer Engagement: Proactively communicate with customers to understand their needs and expectations, and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues, ensuring timely follow-up and resolution.
- Operational Efficiency: Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency.
- Cross-Functional Collaboration: Liaise daily with internal stakeholders including Commercial, Logistics, Planning, Finance, Quality, IT, Legal, and HR to support operational matters and project initiatives.
- Stakeholder Communication: Regularly communicate business updates, risks, and opportunities to senior management. Interact with external customers, third-party service providers, and IT system consultants as needed.
- Audit & Compliance: Support internal audit activities and ensure departmental operations adhere to all applicable regulations and company policies.
Qualifications
- Education: Bachelor's degree (or equivalent) in Business, Finance, or a related field is required. Significant relevant work experience may be considered in lieu of a degree.
- Experience: Minimum of 10 years of progressive experience in Customer Service, Order Management, or Sales Operations, with proven people management and leadership experience.
- Technical Skills:
- Deep expertise in SAP S/4HANA.
- Advanced proficiency in Microsoft Excel (data analysis, reporting, modeling).
- Core Competencies:
- Strong leadership and team-building capabilities.
- Excellent written and verbal communication and interpersonal skills.
- Strategic thinker with strong problem-solving and cross-functional coordination abilities.
- Deep understanding of the end-to-end quote-to-cash process.
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Advanced Sterilization Products
ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
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