Job Description
A long-term medical device client of mine is looking to expand their team with an International Customer Service Manager position based full-time out of Watertown, Massachusetts.
Key Responsibilities:
- Oversee and develop the international customer service operations to deliver outstanding service and support.
- Build and maintain strong relationships with distributors, hospitals, healthcare professionals and OEM/ODM partners across global markets.
- Analyze customer feedback and implement process improvements to enhance satisfaction and loyalty.
- Collaborate with cross-functional teams—including sales, logistics, and technical support—to resolve complex customer issues.
- Monitor key performance indicators and prepare regular reports for senior management.
Qualifications:
- Advanced degree preferred.
- Minimum 5 years’ experience in international customer service management, preferably in the medical device or healthcare sector.
- Proven leadership skills and experience managing multicultural teams.
- Excellent communication and problem-solving abilities.
- Fluent in English; additional languages are a plus.
Desired Skillsets
- Effective Communication: Clear, courteous, and persuasive communication is essential for managing diverse teams and interacting with international customers and partners
- Leadership and Team Management: Proven ability to lead multicultural teams, motivate colleagues, manage performance, and provide development opportunities
- Problem-Solving and Conflict Resolution: Proactively identify and resolve customer issues, handling escalations calmly, and negotiating satisfactory solutions while aligning with company policies
- Customer-Centric Mindset and Empathy: Prioritizing customer needs, demonstrating empathy, and fostering strong, long-term relationships across different cultures and markets
- Product and Industry Knowledge: Good understanding of the medical industry to provide accurate guidance and support
- Data-Driven Decision Making: Using customer data and performance metrics to improve service quality and operational efficiency
- Adaptability and Resilience: Ability to navigate changing environments, handle pressure, and adjust strategies to meet evolving international customer expectations
- Cultural Sensitivity and Multilingual Abilities: Appreciated in international roles to effectively communicate and build trust with global customers and teams
Job Tags
Full time,