Customer Service Manager

seca – Precision for health, the global market leader in medical measuring systems and scales is dedicated to helping healthcare professionals overcome complex challenges with simple solutions that go beyond height and weight.Since 1840, seca continues to evolve with practical innovations that deliver more advanced and comprehensive care to optimize time, efficiency and everyday medical processes. Examples include networked measuring stations that communicate with each other, service and software systems that simplify medical routines and the medical Body Composition Analyzer (mBCA) which uses Bioelectrical Impedance Measurement (BIA) to revolutionize diagnostics and treatment. In addition to sales via our eighteen branch offices, seca products are also exported to over 110 countries.seca has remained 100% family owned and led by its fourth generation. We pride ourselves on being innovators, creators, and most of all disruptors in the medical equipment arena. Our award-winning designs and revolutionary integrated technology allow us to push the boundaries and set new standards for the medical community.Position Summary:The Customer Service Manager is responsible for overseeing the daily operations of the customer service department. This role ensures that customers receive outstanding service by managing a high-performing team, implementing efficient processes, and identifying opportunities for improvement. Approximately 20% travel is required to visit remote team members, provide on-site leadership and support, and strengthen team collaboration.

Key Responsibilities

Leadership & Team ManagementLead, coach, and develop the customer service team.Establish and monitor departmental goals and performance metrics.Manage staffing, scheduling, and workload distribution.Foster a positive, customer-focused culture within the team.Customer Service OperationsProcess customer orders and inquiries as needed.Handle escalated customer concerns and resolve issues promptly and professionally.Assist customers via phone, email, and other communication channels.Monitor order accuracy, customer satisfaction, and response times.Ensure compliance with company policies and procedures.Process ImprovementIdentify opportunities to improve efficiency and customer experience.Develop and maintain standard operating procedures.Collaborate with Sales, Operations, Technical Support, and Accounting to resolve customer issues.Analyze customer feedback and service trends to recommend improvements.Administrative ResponsibilitiesPrepare reports on service performance, customer satisfaction, and department metrics.Maintain customer records and ensure data accuracy within company systems.

Qualifications

Bachelor’s degree in Business, Communications, or related field (or equivalent experience)3–5 years of experience in customer serviceStrong leadership, coaching, and team-building skillsExcellent communication and conflict resolution skills

Preferred Qualifications

SAP Experience a plusHubspot experience a plusRemote team management experience

What We Offer

Competitive salary of $75,000 - $85,000 per year (based on experience and qualifications,) and performance-based bonus opportunitiesHealth, dental, and vision insurancePaid time off and holidaysEqual Opportunity Employer Statementseca North America is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other protected status under applicable federal, state, or local laws.Ready to Make an Impact?Join a team that is helping redefine how body composition and health data are used across healthcare, wellness, and fitness markets. Apply today and help bring innovative health measurement solutions to customers across North America.