Customer Service Manager
Greetings from Synergy Resource Solutions, a leading recruitment consultancy firm.
Our Client company is envisaged, Incorporated and established in the year 2013 as strategically diversified company in the field of precision Import Substitute Orthopedic Implants. The company is set to manufacture and produce excellent prime quality Import Substitute Orthopedic Implants with keen focus on superior service and customer based design and technical solutions.
Job Title: Customer Service Manager
Location: Ahmedabad, Gujarat
Work Timing: 08:00 AM to 6:00 PM (Monday to Saturday)
Industry: Medical Devices / Medical Implants Manufacturing
Reports To: Director / Head of Operations
Job Purpose
You will lead the customer support department to ensure seamless order processing, and high client retention across hospitals, distributors, and surgeons.
Key Responsibilities
Team Leadership & Operations
- Manage a team of 3-5 customer service executives.
- Design standard operating procedures (SOPs) for order management.
- Monitor team performance against response-time turnaround targets.
- Oversee the end-to-end order-to-cash cycle tracking.
Client & Distributor Management
- Act as the primary escalation point for key hospital accounts.
- Coordinate with pan-India distributors regarding stock availability.
- Resolve billing, shipment, and product return discrepancies quickly.
- Collect regular feedback from surgeons to improve service delivery & Cross Sell other products to them.
Supply Chain & Regulatory Alignment
- Partner with the production team to prevent stock-outs.
- Coordinate with logistics partners for time-critical hospital deliveries.
- Ensure all order documentation meets ISO 13485 standards.
Required Qualifications
- Education: Bachelor’s degree in Biomedical Engineering, Pharma, or Business Administration.
- Experience: 6-10 years in customer service, with 3+ years in a managerial role within medical devices or pharmaceuticals.
- Location: CTM, Ahmedabad
Key Skills
- Deep knowledge of medical device supply chains and hospital buying cycles.
- Fluent in English, Hindi, and Gujarati.
If Interested, Please share your updated resume with details of your present salary, expectations & notice period.
