Customer Service Manager

About BPI Medical

BPI Medical is a leading provider of medical instrument and endoscope repair services. Founded in 1976 in Fife, Washington, we serve hospitals, surgery centers, and health systems across all 48 contiguous states with flexible endoscope repair, rigid endoscope repair, surgical instrument repair, power equipment repair, and mobile on-site service. We operate as an ISO 13485:2016 certified facility and are trusted by the U.S. Department of Veterans Affairs, MultiCare Health System, Virginia Mason Franciscan Health, and other anchor health systems to keep critical surgical and diagnostic equipment in service.

Our work directly supports patient care: every device that comes through our facility goes back into service, often the same week, ready for the next procedure. We are growing — significantly — and we are investing in the people, systems, and processes that will let us keep delivering on what has been our standard since 1976: it has to be right, and it has to be fast, no exceptions.

The Role

As the Customer Service Manager at BPI Medical, you own the day-to-day operations of the Customer Service Department: the team our hospital, medical clinic, and medical facility clients across the country rely on for quotes, order status, and answers. You govern and are responsible for the department's results: goal setting, policy and procedure development, performance management, and the quality of both internal and external customer service. This is a highly collaborative role in a fast-paced, solutions-driven, interactive workplace, and you are the communication hub that keeps repair and manufacturing orders moving for the clientele who depend on them.

What You'll Do

• Lead the customer service team to generate quotes, work orders, and purchase orders, and to determine pricing, billing, and invoicing.
• Coordinate, communicate, and track the progress of both repair and manufacturing orders that are vitally important to our clientele.
• Own the responsibility of generating POs with clients to get submitted work approved.
• Own communication between shipping, receiving, repair schedulers, accounting, and the customer service department, communicating status and timelines across multiple departments in a timely manner.
• Collaborate with the Sales team, other leaders, and other departments as needed.
• Lead contract management and provide reporting backup.
• Provide leadership, coaching, training, and other supervisory support to employees in the Customer Service Department.
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
• Intentionally interact with customers daily, responding to their questions and guiding them to the appropriate service.
• Administer an effective customer loyalty program.
• Actively participate in BPI Medical's lean manufacturing-oriented continuous improvement programs, including 5-S, Kaizen, Kanban, value-stream mapping, and JIT.
• Take on special projects as assigned; may be required to drive the company van to pick up packages.

What You Bring

• Strong leadership skills with a hand-dirty approach to working within the department.
• Minimum of three (3) years' experience performing customer service in a fast-paced environment where communication to move an order process along is required.
• Ability to understand and communicate advanced manufacturing methods and practices.
• High school graduate or equivalent.
• Valid driver's license.
• Proficiency with the Microsoft Office suite, including Word, Outlook, Excel, and PowerPoint.
• Coaching, mentoring, and training skills, with advanced communication skills across cross-functional teams, customers, and outside engineers.
• Ability to move or transport goods and materials up to 50 pounds unaided.

Nice to Have

• Experience using multiple-department, fully integrated MRP/ERP computer systems.

Benefits

BPI Medical offers a comprehensive benefits package to eligible employees, including:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO) and paid holidays
• Life insurance and short- and long-term disability coverage

Work Environment & Physical Demands

This is an indoor-based position located in BPI Medical's repair facility in Fife, WA. The work is a mix of sitting, standing, and walking, predominantly sitting at a desk-type workstation with highly repetitive computer keyboard use and continuous data entry. Picking up packages from FedEx and UPS requires entering, exiting, and operating a company van. Based on the relationship to manufacturing and production, the ability to move or transport goods and materials up to 50 pounds unaided is required; moderate but rare lifting up to 70 pounds unaided is important but not required. A flexible work schedule, based on work-flow and hospital demand, is required. Every BPI team member is expected to perform each assigned task safely, 100% of the time, and to partner immediately with management to redesign any work activity that raises a safety concern.

BPI Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.