At Pulmonx, we're transforming lives through innovative lung care solutions, and we're seeking a passionate Senior Manager of Global Customer Service to lead our world-class support team. In this role, you'll drive customer satisfaction, operational excellence, and team development on a global scale. Join us and make a meaningful impact by shaping exceptional experiences for our customers and patients worldwide.
Responsibilities:
Global Customer Service Management
- Hire, train, supervise, motivate and develop managers and supervisors to assist in providing highest levels of global customer service
- Work with direct reports on development of efficient and scalable processes
- Process owner for Customer Service use of QAD ERP and Salesforce CRM systems
- Partner with Supply Chain and external warehouse providers to provide most efficient service to external customers and Pulmonx representatives
- Monitor service level metrics for domestic and international order fulfillment organizations; recommend adjustments in staffing levels or processes when needed
- Develop policies and procedures in areas of responsibility and represent these areas in audits and development of SOX narratives
- Develop and maintain departmental budgets for global Customer Service and Distribution
- Develop and maintain optimal working relationships with Sales, Supply Chain, Finance, Marketing, and IT.
- Attend relevant cross functional meetings to ensure direct reports have latest information regarding inventory availability and product launch
- Partner with IT to ensure smooth functioning of integrated systems (i.e. HL-US Klairy integration, 32Soft data loader) and maintain records of EDI errors for SOX audits
Global Distribution and Logistics
- Assist cross-functional teams with proactive management of global trunk and consignment inventory including oversight of quarterly reconciliation and short dated inventory management.
- Oversee and enforce policies regarding sales representatives' trunk stock inventory levels, ensuring optimal stock availability to meet customer needs while minimizing excess inventory.
- Implement and manage periodic reviews of trunk stock inventory to identify and mitigate product expiration risks, ensuring compliance with company standards and regulatory requirements.
- Perform quarterly reconciliation of external warehouse inventory in US and Japan; monitor results in Europe.
- Assist teams with allocation of Demo and FG (finished goods) inventory.
- Support shipments of Demo product for meetings and trade shows.
- Provide oversight to Supply Chain regarding Redwood City warehouse outbound shipment prioritization
Requirements:
- Bachelor's degree required
- 7+ years' global Customer Service experience in a medical device or related life sciences industry
- 5+ years experience in a supervisory or managerial role, experience managing global teams preferred
- Strong competency in MS Office applications, especially Excel
- Minimal domestic and international travel required
- ERP experience required, QAD EE strongly preferred
- Salesforce CRM experience preferred
Compensation: $145,000 - $175,000/year depending on experience
Please note that an application and resume must be completed and submitted for consideration for this opportunity.
Pulmonx Corporation is an Equal Opportunity Employer and embraces diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.
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