Customer Service Manager

Job Description

HoverTech International, an Etac and medical device company established in 1997 is seeking an onsite Customer Service Manager  in Allentown, PA. This is a well-rounded, Customer Service Manager opportunity and is not a call center or retail customer service environment.

The Customer Service Manager  will lead and scale customer operations, including customer service, technical support, and repairs & returns. This role is responsible for delivering a best-in-class customer experience while building efficient, scalable processes that support growth in the medical equipment and patient handling market.

The ideal Customer Service Manager candidate is a hands-on leader and process builder who can connect front-end customer interactions with back-end service operations to improve responsiveness, reduce costs, and strengthen customer trust.

If the below words describe you this role may be a fit for you!

• Process driven
• Operational thinker
• Data-driven
• Strong communicator
• Entrepreneurial
• Hands-on leadership style

HoverTech International offers…

• Competitive salary + bonus potential
• 100% employer paid benefits (for employee and family)
• Medical, dental, vision
• 401K plan
• Life insurance
• Tuition reimbursement
• Laid-back dress code and is dog friendly! 

Customer Service Manager Responsibilities :

• Manage and develop a team of 3 Customer Service Representatives
• Own and report on key performance indicators
• Drive the adoption of B2B/DTC ordering site
• Establish and monitor service level agreements (SLAs) for response and resolution times
• Standardize communication (email templates, tone, escalation protocols) and ensure accurate handling of orders, order status inquiries and customer questions
• Oversee technical support workflows for troubleshooting equipment issues
• Develop and maintain troubleshooting guides, knowledge-based articles and training materials
• Partner with sales and clinical teams to ensure proper product usage and education
• Own the end-to-end (RMA) repair and return management process including analyzing trends
• Map and optimize the customer journey from order to issue resolution including scalable workflows and documentation.
• Act like the voice of the customer internally and partner with Sales, Operations as well as Product and Quality teams.

Customer Service Manager Qualifications:

• Bachelor’s degree preferred-not required
• 5+ yrs. of customer service, technical support or service operations
• 2+ yrs. leadership experience managing a customer service team of 3 employees or larger and has been responsible for setting and managing KPI’s.
• Experience managing RMA (Repair and return management) process
• Strong process orientation and ability to build structure in a growing environment
• 1+ yrs. Salesforce/similar CRM experience
• 1+ yrs. NetSuite/similar ERP systems
• Excellent oral and written communication skills