Customer Service Manager

Employment Type

: Full-Time


: Customer Service/Call Center

Customer Service Manager (Medical Device Experience) Department: Customer Service Location: Lexington, MA

About OmniGuide, Inc.

OmniGuide, Inc. is a patient safety-focused medical technology innovator, providing a portfolio of advanced energy surgical tools to benefit clinicians and their patients alike. The companys technologies deliver energy in a precise and electrically silent manner, resulting in the preservation of healthy tissue.

OmniGuide Surgical, a leader in flexible fiber CO2 laser technology, offers a range of products designed to enhance surgical accuracy, access and control for minimally invasive surgery, laparoscopy and robotic-assisted surgery.

Domain Surgical, by OmniGuide, Inc., provides a patented ferromagnetic technology designed to provide safety and predictability in select surgical procedures that require cutting, coagulating and sealing of tissue. Additional information about OmniGuide, Inc. can be found at .

LISA Laser Products 2 micron surgical lasers offer a wide range of treatments options for many urological conditions.

Job Description

The Customer Service Manager will be responsible for managing the administrative and operational activity within the Customer Service Department providing support for all processes and workflows that enable a high-level of efficient customer service. Includes managing contract administration, pricing and negotiation.

This position will serve as the first point of contact to outside sales force to coordinate efforts and successfully respond to matters and requests with appropriate level of urgency and assist sales team with customer quotes. Responsible for facilitation of excellent customer relationships with hospitals, physicians, Purchasing department staff, and other related customers. Act as the primary contact for intercompany purchase orders for US drop shipments to customers. In addition, responsible for generating and distributing quotes as needed as well as monitoring demo schedule specific requirements with the sales team.

Primary Responsibilities (include, but are not limited to):

C ontract Administration

  • Issue new agreements and addendums
  • Redline customer contract terms and conditions
  • Negotiate terms and conditions with customer
  • Interact with Insurance company for customer specific insurance coverage requests
  • Manage price documents & customer notifications

Product Return Requests

  • Manage all product return requests and report any customer complaints per company policy and procedures.

GPO Admin Fees

  • Timely submission of quarterly report and payment to GPO

Product Allocation

  • Monitor incoming product receipts
  • Upload allocation for shipment

Purchasing, Wire Payments and Letters of credit requirements to OUS Distributors

  • Point of contact for purchases, monitor wire payments, Letters of Credit requirements
  • Assist with product registration legalization process, and Letters of Authorization
  • Complaint liaison

Sales Tracings

  • Manage weekly and monthly sales tracings & review open items with rental partners

Knowledge, Skills & Requirements:

  • Bachelors degree or an equivalent combination of education and experience
  • Minimum of five years of progressively responsible customer service experience, including a minimum of three years of customer service/order management experience working in a medical device company
  • Minimum two years in a management level capacity
  • Previous experience with contract administration
  • NETSUITE experience required!
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint
  • ERP experience (NetSuite preferred)
  • Demonstrated success developing positive working relationships with internal customers, external customers and fellow team members.
  • Able to learn other software programs as needed
  • Keen attention to detail and accurate data input skills. Strong organizational skills
  • Strong interpersonal skills
  • Strong verbal and written communication skills, as well as good listening skills.
  • Good analytical and problem-solving skills
  • Ability to multi-task in a fast-paced environment


Applicants considered for hire will be required to successfully complete background and reference checks prior to commencing employment with OmniGuide, Inc.


OmniGuide, Inc. offers a comprehensive and competitive healthcare plan including medical, dental and vision plans as well as a 401K plan through Fidelity.

Paid Time Off

OmniGuide, Inc. has a generous PTO policy for all employees. PTO accrues biweekly and beginning on the first day of employment.

Holiday Pay

Employees are eligible for 10 paid holidays per year.

OmniGuide is proud to be an equal opportunity employer
Associated topics: customer care manager, customer service manager, customer service team manager, expertise, guidance, manager, senior, service manager, supervisor, telephone

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