Customer Experience Manager

A growing medical device manufacturer is seeking a proactive and experienced Customer Service & Sales Support Manager to lead a small team and act as the main point of contact for client onboarding, order processing, and ongoing support. This is a critical customer-facing role, ideal for candidates from medical device or pharmaceutical environments who are comfortable wearing multiple hats in a collaborative, fast-paced setting.

• Serve as the primary liaison for customer onboarding, product education, and pricing inquiries
• Manage inbound customer service communication and delegate effectively across internal teams
• Oversee order processing, shipment coordination, invoicing, and follow-up for unique or recurring orders
• Collaborate cross-functionally with operations, regulatory, and finance to support custom product requests
• Lead and coach a small customer service team
• Monitor customer satisfaction via surveys and act on feedback to enhance service quality
• Provide insight into CRM implementation and recommend process improvements
• Maintain working knowledge of regulatory/compliance expectations

• 3–5+ years in a customer service or sales support leadership role
• Industry experience in medical devices, pharma, or other regulated environments is required
• Strong communication, organizational, and problem-solving skills
• Experience supporting B2B clients and internal sales teams
• Familiarity with CRM systems (experience during implementation is a plus)
• Comfortable in a small company setting; adaptable and solutions-oriented
• Competitive base salary + annual performance bonus
• 401(k) with match, comprehensive medical/dental/vision insurance
• Paid life and disability insurance
• 15 PTO days + 7 paid holidays
• Monthly cell phone stipend
• Strong team culture with opportunity to contribute to broader sales and marketing efforts

• Mid-Senior level

• Full-time

• Customer Service and Management

• Manufacturing