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TITLE

 

Customer Care Manager

COMPANY

 

Neocis

LOCATION

 

Miami, FL, US

Description

Neocis (www.neocis.com) is a venture-backed start-up company in Miami, FL developing the next generation of robotic surgery systems. Neocis received FDA clearance for the first robotic guidance system in the dental industry and the team has a demonstrated track record in developing robotic surgery companies. This is a great opportunity to make a significant contribution on a high-tech company that is poised to revolutionize surgery.

 

Neocis is looking for a Customer Care Manager to join the team in an effort to implement sound customer focused strategies the drive excellent ordering experiences.  This is an exciting time to join fast growing team and make a lasting impact on the future growth of an innovative medtech company.

 

WHAT YOU WILL DO:

  • Create strategic roadmap for the Customer Care department which includes the evolution of responsibilities and creation of strategic value to ensure a positive customer experience

  • Assess and implement processes and technologies for the Customer Care Department while company continues to scale

  • Implement Customer Care Policies, Standards and Procedures

  • Manage sales and restocking orders and ensure timely shipment

  • Partner with Materials department to ensure returned material is going to MRB and is being investigated properly

  • Work with Field Service team to manage the movement of installation and calibration kits as well as understand future needs. 

  • Partner with the Commercial team to understand clinical cases, issues in the field and overall consumable usage in an effort to develop forecast methodology to understand customer inventory levels

  • Streamline and improve website ordering process

  • Own all customer master data and ensure compliant set up    

 

WHO ARE YOU:

  • Entrepreneurial:  You’re a self-starter who loves to own things end-to-end.  You are the type who does not ask for permission as you are too busy making things happen

  • Customer Obsessed:  You understand the power of excellent service and how it grows sales

  • Visionary:  You have the ability to see something out of nothing and work towards make an idea a reality 

  • Collaborative:  You enjoy pulling people together and overcoming challenges as a team rather than by yourself – you are focused on team accomplishments

  • Ambassador for Neocis:  You are comfortable being the face of the organization to the supply base and have the ability to properly represent our values and mission

 

YOUR EXPERIENCE AND QUALIFICATIONS:  

 

  • A minimum of a Bachelor’s degree 

  • Minimum of eight (8) years of Customer Care/Customer Service experience in a highly regulated high tech capital environment

  • Prior experience working closely with Field Service and Supply Chain teams

  • Deep understanding of ERP, MRP and CRM processes

  • Experience in implementing scalable Customer Care IT technologies

  • Experience in Netsuite a great plus

  • Hands on experience in a Start up company

  • Effective verbal, non-verbal and written communication skills

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