Manager, Customer Service (Medical Devices)

TL;DR

Manager, Customer Service (Medical Devices): Managing customer service operations for medical device products with an accent on service-level performance, order processing, staff development, and quality compliance. Focus on optimizing SAP and EDI workflows, resolving escalated customer issues, and coordinating fulfilment across customer service, warehouse, purchasing, quality, and finance.

Location: Fraser, Michigan, United States; onsite in the office Monday–Friday, five days per week

Salary: $90,000–$114,100 annually + 8% STIP

Company

hirify.global provides medical technology products and workflow solutions for hospitals and life science institutions, serving customers in more than 135 countries.

What you will do

• Manage customer service personnel and department activities against a four-hour service-level agreement.
• Drive improvements in customer experience and provide escalation support for inquiries, complaints, and feedback.
• Coach, develop, review, and train employees while maintaining compliance with SOPs and work instructions.
• Handle customer service representative and order entry responsibilities when needed.
• Monitor SAP order statuses, held orders, credit holds, warehouse orders, and GHX EDI processing.
• Manage KPIs and reporting while coordinating with sales operations, quality, purchasing, accounts receivable, shipping, receiving, and warehouse teams.

Requirements

• Four-year undergraduate degree.
• At least five years of customer service leadership experience.
• Management or supervisory experience with the ability to coach and engage staff.
• In-depth knowledge of SAP Sales and Distribution functions for customer service.
• Strong Microsoft Office skills, including Word, Excel, PowerPoint, Teams, and Copilot.
• Ability to work onsite at the Fraser office five days per week and at least 40 hours per week.

Nice to have

• Experience with medical device regulations, FDA requirements, and worldwide quality and compliance standards.
• Experience with GHX or other EDI order-processing interfaces.

Culture & Benefits

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, parental and caregiver leave, and disability benefits.
• Wellness, health assistance, life insurance, and flexible spending accounts.
• Commuter benefits and tuition reimbursement.