Customer Service Manager

Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. The company was founded in 2016 to address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast amounts of healthcare resources each year. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology.

Are you ready to change the future of kidney stone treatment? We are seeking high achievers who want to be part of a dynamic team working in a fun, diverse atmosphere.

In This Role, You Will:

• Support Customer Service Team: Manage and mentor the Customer Service Specialist team to ensure they effectively manage customer inquiries and issues. Function as a key point of contact between customers, the sales support team, and other internal departments, ensuring swift resolution of service issues and customer concerns.
• Order Management: Manage the monitoring and administration of open orders, proactively addressing delivery or billing issues. Ensure the team promptly resolves any blocks or delays, maintaining accurate and updated order documentation.
• Communication and Coordination: Facilitate communication between third-party logistics (3PL), CRM, ERP systems, supply chain, and sales teams to ensure accurate and timely order fulfillment. Ensure customer expectations are met and maintained throughout the process.
• Customer Feedback and Improvement: Manage initiatives to gather feedback from customers, identifying opportunities for improvement in service, product offerings, or processes. Recommend and implement action plans to enhance customer experience and operational efficiency.
• Cross-functional Collaboration: Function as a liaison between the customer service team and leadership, ensuring customer feedback is incorporated into decision-making. Partner with other departments to drive improvements in business processes and operational efficiencies.
• Data Analysis: Develop and implement systems for collecting, consolidating, and analyzing customer interaction data. Use insights derived from these metrics to identify trends, areas for improvement, and opportunities for enhancing overall service delivery.
• Policy Adherence and Innovation: Ensure adherence to company processes, policies, and procedures while also contributing to the development of new policies and ideas. Provide creative and effective solutions to issues as they arise.
• Flexibility: Be prepared to oversee other duties as assigned, demonstrating adaptability and willingness to contribute to various aspects of the business.

Team Management & Training:

• Team Leadership: Manage and lead a team of Customer Service Reps or Specialists, ensuring team alignment with business objectives and consistent achievement of performance goals. Provide direction, support, and guidance to ensure optimal team performance and customer satisfaction.
• Training and Development: Develop and deliver comprehensive training programs for new and existing team members, focusing on product knowledge, systems, processes, and customer service best practices. Foster a culture of continuous learning and professional growth within the team.
• Performance Management: Regularly assess team performance, providing feedback and coaching to drive individual and team success. Implement strategies for improving productivity and efficiency while maintaining elevated levels of customer satisfaction.
• Collaboration & Communication: Encourage open communication and collaboration within the team and with other departments to share knowledge, resolve challenges, and ensure an elevated level of team cohesion.

Who You Will Report To:

• Director, Customer Service

Requirements:

• Education: High school diploma.
• Minimum 10 years' experience in a customer service role, with 5+ years of experience in a management or supervisory role. Prior experience in a medical device or similar regulated industry required.
• Work location: Pleasanton, CA, with the ability to travel up to 10% of the time.
• Full time employment.

Skills:

• Strong verbal and written communication skills with the ability to collaborate effectively across teams.
• High attention to detail and the ability to manage multiple tasks in a fast-paced environment.
• Advanced problem-solving, organizational, and time-management skills with the ability to meet deadlines.
• Experience with SalesForce, CRM, and ERP systems.
• Strong proficiency in MS Office Suite (Word, Excel, Outlook, Teams).
• Ability to quickly learn new technologies and applications.

Additional Requirements:

• Ability to work independently and as part of a team.
• Must be able to work at a computer workstation for extended periods of time.
• Compliance with relevant county, state, and Federal vaccination requirements.

What We Offer:

At Calyxo, you will be part of a knowledgeable, high-achieving, experienced and fun team. You will work in a diverse work environment with experienced, proven leaders and have an opportunity to shape our company culture. You will experience constant learning and dynamic challenges to help you grow and be the best version of yourself.

We also offer a compensation plan as follows:

• Competitive salary offering a generous annual base range between $100,000 and $125,000
• Stock options - ownership and a stake in growing a mission-driven company.
• Employee benefits package that includes 401(k), healthcare insurance and paid vacation

Calyxo is deeply committed to fostering an environment where diversity and inclusion are not only valued but also prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways. Diverse viewpoints bring diverse capabilities, which strengthen our focus and fuel our growth. Calyxo is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics

Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.