Customer Support Manager (Usa)

Customer Support Manager (USA) Role Type: Permanent

• At will, Full Time Hours: 40 per week Location: 200 Union Blvd 440, Lakewood, CO 80228, United States Report to: CEO (USA) The Company:
  
  We are Open Bionics, a growing startup based in Bristol who designs, develops and manufactures beautiful bionic limbs for those with upper limb absences. Our flagship product is the Hero Arm and with this myo-electric arm, we turn disabilities into superpowers We have collaborated with some of the biggest brands in the world, such as Star Wars, Marvel, Twentieth Century Fox and Konami, and we have won multiple awards, including Hanger Clinics Innovation Award. Please visit our website to find out more about us: www.openbionics.com. Our Mission & Values: "Create and Democratize Technology that Enhances the Human Body". Innovate

• Look at the problem differently. Empower

• Making people feel better about themselves. Be Ambitious

• Think bigger. Treat People Equally

• Treat everyone with equal respect. Be Reliable

• Always deliver. On time.
  
  On budget. To specification. Role Specification:
  
  Do you care about making a difference to people's lives? We are looking for an experienced and motivated Customer Support Manager, with proven experience of developing and managing a high quality, proactive customer support network. This is a role where you will need to be adaptable to change, embrace a fast paced working environment and strategically set goals.
  
  This is an opportunity to really make an impact on how we carry out customer service at Open Bionics so that you can contribute to our growth and success. Key responsibilities: Ensure customers have a brilliant customer experience and are well supported through their customer journey.
  
  Prioritise and process customer orders and requests submitted by telephone and email from a variety of different time zones. Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products. Maintain thorough and accurate customer service records using our ERP system.
  
  Management of customer service communication platforms Manage relationships with patients (end users) with a sensitivity to their specific needs and concerns. Manage relationships with B2B customers (prosthetists) with a sensitivity to their specific needs and concerns. Communicate with customers about their orders, including any delays or changes in delivery.
  
  Work with our sales, engineering and production teams to consistently improve upon and deliver a customer experience to the highest standards. Ensure that all data entry and administrative work is carried out accurately and in a timely manner. Manage warranties and warranty extensions (Herocare), including updating documentation where needed.
  
  Write documentation for new products, including warranties and customer support processes. Additional duties as required that support the growth of Open Bionics customer experience. Track KPIs around response time, maintenance cases opened/closed/in progress.
  
  Proactively collect regular customer feedback, maintain the company NPI score, ensuring frequent updates. Proactively collect customer reviews on clinical service and care. Track repeat-business, and strive to increase customer retention.
  
  Ensure all customer complaints are captured and recorded using the company's quality management processes. Person Specification Essential: Customer service qualification and/or a significant amount of experience working within a customer service role.
  
  An up-to-date knowledge of GDPR and Consumer Rights Act & USA consumer regulations. Evidence of excellent customer service delivery and customer focused attitude. Excellent written and verbal communication skills.
  
  Able to manage various pieces of work at one given time in a fast paced environment. Ability to work independently and strategically through effective time management. Experience developing customer insight and feedback systems for internal and external use.
  
  Proactive approach to collecting and analyzing customer feedback. Desirable: Experience of using NetSuite or another ERP system. Experience working in health or patient care CS.
  
  Experience developing customer journeys and customer personas to better understand the customer experience. Benefits 30 days annual leave (including public holidays) 401k Scheme Health Insurance Contribution Cycle Scheme 50% subsidised Gym/Sports membership or exercise classes Free Fruit Free Tea & Coffee To Apply 1) Visit our website https://openbionics.com/ and click 'Careers' where you can apply. 2) Write a Covering Letter explaining why you are suitable for the role. You must address the person's scorecard criteria and detail why you want to work for Open Bionics. 3) Upload your Resume which evidences the technical aspects of your knowledge, skills and experience.
  
  Please note that both of the above must be provided in order to be considered for the post. Interviews are likely to take place virtually. Other Information Open Bionics is an Equal Opportunities employer.
  
  If you are disabled and require any reasonable adjustments, please contact [email protected]. We welcome enquiries from everyone and we value diversity in our workplace. We may operate positive action measures to encourage people from under-represented groups to apply and help them overcome disadvantages in competing with other applicants. If you are successful you will be expected to provide proof of your right to work in the United States of Americia (USA).