Position Overview: The Customer Service Manager will oversee the implementation of customer service strategies, focusing on process optimization, team structure, and continuous improvement. This role will drive high customer service standards, ensure KPIs are met, and manage day-to-day operations while fostering a culture of excellence. Key Responsibilities: Establish and standardize customer service workflows and performance monitoring. Collaborate across departments (Commercial, Supply Chain, Finance) to enhance service delivery. Lead call monitoring, coaching, and feedback sessions to ensure a consistent customer experience. Manage team performance, appraisals, training, and recruitment. Identify and implement process improvements for increased efficiency and customer satisfaction. Oversee order processing, inventory management, and resolution of customer issues. Collaborate with internal teams to improve service and streamline operations. Ensure compliance with WH&S procedures and engage in continuous professional development. Required Skills & Experience: Proven leadership in customer service roles. Excellent verbal and written communication. Strong business acumen and decision-making skills. Experience with SAP and customer service systems. Ability to adapt to dynamic environments and meet patient care deadlines. Preferred: Experience in the medical device or pharmaceutical sectors.