Customer Care Manager
Job Description
Help grow a safer, cleaner, healthier future for everyone, every day.
Company description:
TeDan Surgical Innovations (TSI) designs and manufactures specialty surgical products for use in orthopedic, neuro, thoracic and spine surgeries.
TSI was founded in 2006 with the goal to innovate and address evolving retraction techniques in spine surgery. We have successfully addressed the need for minimally invasive, posterior, lateral and anterior surgical approaches to the spine, and have introduced access instrumentation for neurological, orthopedic and cardiothoracic procedures. We commit to providing innovative, high-quality surgical access systems designed to optimize exposure and improve the surgeon experience.
Job Summary:
The Customer Care Manager (CCM) will lead TSI’s customer service and sales support functions, owning the end-to-end customer lifecycle from quoting through order fulfillment and post-sale support. This role functions as the primary bridge between customers, sales, and operations, with direct impact on customer satisfaction, order accuracy, and revenue execution. This role is responsible for delivering a best-in-class customer experience while ensuring operational excellence, regulatory compliance, and strong alignment with sales, supply chain, and commercial strategy.
Duties/Essential Job Functions:
Customer Experience & Lifecycle Ownership
Own the full customer experience across pre-sale, order execution, and post-sale support
Ensure timely resolution of inquiries, complaints, and product-related issues
Deliver consistent, proactive communication across all customer segments
Establish structured feedback loops to inform product, operations, and commercial teams
Supervise the daily operations of the customer service department
Set customer satisfaction goals and work with the team to meet them on a consistent basis
Assist in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Identify and assess customers’ needs to achieve satisfaction
Team Leadership & Capability Development
Lead, coach, and develop customer service and sales support teams
Build deep product and process knowledge across the team
Establish a high-performance, customer-first culture focused on accountability and responsiveness
Operational Excellence & Process Management
Optimize quoting, order management, and fulfillment workflows
Ensure accuracy and completeness of all customer records in ERP/CRM systems
Drive implementation of scalable tools, automation, and process improvements
Regulatory, Quality & Compliance
Ensure adherence to all applicable quality system and documentation requirements
Support proper intake, documentation, and routing of customer complaints and product feedback
Maintain high standards of data integrity, audit readiness, and process compliance
Commercial Support & Field Enablement
Partner with sales leadership to support distributors, direct customers, and field teams
Improve order conversion, response quality, and customer responsiveness
Support onboarding and enablement of distribution partners and new sales representatives
Identify opportunities to increase customer value through service and product engagement
Cross-Functional Collaboration
Coordinate closely with sales, marketing, operations, and supply chain teams
Ensure seamless handoffs and alignment on customer commitments
Provide insights on customer needs, market trends, and service performance
Experience/Skills:
5+ years of customer service or inside sales leadership experience
Experience in a B2B, medical device or manufacturing environment
Strong understanding of order management and customer workflows
Experience with ERP/CRM systems
Proven ability to lead teams and improve performance
Experience in medical device or regulated industries
Technical product experience or ability to learn complex product lines
Strong cross-functional collaboration experience
Proven leadership of customer service or inside sales teams in a B2B environment
Experience managing end-to-end customer operations (order-to-cash lifecycle)
Background in complex or technical product environments (medical device or similar preferred)
Strong ERP/CRM experience with demonstrated process improvement capability
Track record of cross-functional collaboration with sales and operations teams
Computer literate in various software applications
Ability to multi-task, prioritize and manage time effectively
Communication:
Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans
Excellent communication and presentation skills
Proven customer support experience
Strong phone contact handling skills and active listening
Interpersonal: Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues
Teamwork: Pursue trust for each team member. Seek and deliver honest feedback to all team members. Committed and accountable to achieving team goals.
Education & Experience:
Bachelor’s degree preferred; not required with relevant experience
Strong preference for candidates with experience in B2B, manufacturing, or regulated environments
Demonstrated track record of leading customer service or customer operations teams and improving performance required
Physical Requirements:
Business casual attire
Occasionally requires attending corporate functions
Occasionally may require travel (5-10%)
In-office position
Reports to Chief Commercial Officer
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