Job Description

A long-term medical device client of mine is looking to expand their team with an International Customer Service Manager position based full-time out of Watertown, Massachusetts.

Key Responsibilities:

• Oversee and develop the international customer service operations to deliver outstanding service and support.
• Build and maintain strong relationships with distributors, hospitals, healthcare professionals and OEM/ODM partners across global markets.
• Analyze customer feedback and implement process improvements to enhance satisfaction and loyalty.
• Collaborate with cross-functional teams—including sales, logistics, and technical support—to resolve complex customer issues.
• Monitor key performance indicators and prepare regular reports for senior management.

Qualifications:

• Advanced degree preferred.
• Minimum 5 years’ experience in international customer service management, preferably in the medical device or healthcare sector.
• Proven leadership skills and experience managing multicultural teams.
• Excellent communication and problem-solving abilities.
• Fluent in English; additional languages are a plus.

Desired Skillsets

• Effective Communication: Clear, courteous, and persuasive communication is essential for managing diverse teams and interacting with international customers and partners
• Leadership and Team Management: Proven ability to lead multicultural teams, motivate colleagues, manage performance, and provide development opportunities
• Problem-Solving and Conflict Resolution: Proactively identify and resolve customer issues, handling escalations calmly, and negotiating satisfactory solutions while aligning with company policies
• Customer-Centric Mindset and Empathy: Prioritizing customer needs, demonstrating empathy, and fostering strong, long-term relationships across different cultures and markets
• Product and Industry Knowledge: Good understanding of the medical industry to provide accurate guidance and support
• Data-Driven Decision Making: Using customer data and performance metrics to improve service quality and operational efficiency
• Adaptability and Resilience: Ability to navigate changing environments, handle pressure, and adjust strategies to meet evolving international customer expectations
• Cultural Sensitivity and Multilingual Abilities: Appreciated in international roles to effectively communicate and build trust with global customers and teams

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