HoverTech International, an Etac and medical device company established in 1997 is seeking an onsite Customer Service Manager in Allentown, PA. This is a well-rounded, Customer Service Manager opportunity and is not a call center or retail customer service environment.

The Customer Service Manager will lead and scale customer operations, including customer service, technical support, and repairs & returns. This role is responsible for delivering a best-in-class customer experience while building efficient, scalable processes that support growth in the medical equipment and patient handling market.

The ideal Customer Service Manager candidate is a hands-on leader and process builder who can connect front-end customer interactions with back-end service operations to improve responsiveness, reduce costs, and strengthen customer trust.

If the below words describe you this role may be a fit for you!

Process driven
Operational thinker
Data-driven
Strong communicator
Entrepreneurial
Hands-on leadership style

HoverTech International offers…

Competitive salary + bonus potential
100% employer paid benefits (for employee and family)
Medical, dental, vision
401K plan
Life insurance
Tuition reimbursement
Laid-back dress code and is dog friendly!

Customer Service Manager Responsibilities:

Manage and develop a team of Customer Service Representatives
Own and report on key performance indicators
Drive the adoption of B2B/DTC ordering site
Establish and monitor service level agreements (SLAs) for response and resolution times
Standardize communication (email templates, tone, escalation protocols) and ensure accurate handling of orders, order status inquiries and customer questions
Oversee technical support workflows for troubleshooting equipment issues
Develop and maintain troubleshooting guides, knowledge-based articles and training materials
Partner with sales and clinical teams to ensure proper product usage and education
Own the end-to-end (RMA) repair and return management process including analyzing trends
Map and optimize the customer journey from order to issue resolution including scalable workflows and documentation.
Act like the voice of the customer internally and partner with Sales, Operations as well as Product and Quality teams.

Customer Service Manager Qualifications:

Bachelor’s degree preferred-not required
5+ yrs. of customer service, technical support or service operations
2+ yrs. leadership experience managing a customer service team and has been responsible for setting and managing KPI’s.
Experience managing RMA (Repair and return management) process
Strong process orientation and ability to build structure in a growing environment
1+ yrs. Salesforce/similar CRM experience
1+ yrs. NetSuite/similar ERP systems
Excellent oral and written communication skills

#LS489

Job Type: Full-time

Benefits:

401(k)
Dental insurance
Disability insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Application Question(s):

Have you led a customer service team and been responsible for setting and managing KPI's as well as training and developing a team?

Please answer yes or no

Education:

Bachelor's (Preferred)

Experience:

CRM software: 1 year (Required)
ERP systems (NetSuite preferred): 1 year (Required)
Customer service, technical support, service operations: 5 years (Required)

Work Location: In person

HoverTech International

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