About Spineology
Spineology Inc. leads the way in ultra-minimally invasive spine surgery, revolutionizing how surgeons treat patients with spinal pathologies. Its proprietary technology, OptiMesh® is backed with IDE level data and sets the company apart from traditional fusion procedures enabling surgeons to optimize outcomes, while minimizing tissue disruption and enhancing patient recovery. With a strong commitment to patient-centered care, Spineology aspires to provide every spine patient the freedom from pain through the creation and delivery of ultra-MIS solutions.
Role Description
Spineology’s Senior Manager, Customer Service and Field Inventory will be responsible for establishing and managing the customer service function and field inventory processes to ensure seamless support for our external and internal commercial teams and our surgeon partners and their patients. This role will be instrumental in creating scalable processes, driving operational excellence, and optimizing the commercial experience. Key responsibilities include leading and developing a team of customer service specialists with strong communication and collaboration skills; building and executing best in class processes related to order entry, PO management, replenishment order processing, and inventory sourcing; and establishing and collaborating with Sales to drive accountability to field inventory policies and procedures while building trust and providing a high level of service quality. In a fast-paced, growth-oriented environment, this role will need effective communication skills, the ability to build relationships and establish trust, and strong leadership qualities to work collaboratively with commercial, operations, quality assurance and finance teams.
Job Responsibilities
- Hire and lead a team of customer service representatives that provides first line of communication with internal and external commercial leaders and teams, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up related to customer inquiries, order processing, shipping, and field inventory sourcing.
- Develop and implement customer service policies and procedures to ensure consistent high-quality service in contracting, processing orders, tracking shipments, and resolving customer issues.
- Support our commercial teams with new hire training, on-boarding of distributors and facilities, and support for pricing and contracting.
- Develop and monitor key performance indicators to track customer satisfaction, processing efficiency and accuracy, and field inventory optimization.
- Partner with Operations team to ensure timely fulfillment of orders and an efficient and effective loaner program.
- Actively work to promote team building, collaboration, and morale within the organization.
- Maintain company standards involving ethical and moral character and always represent the company with the highest professional standards.
- Build and maintain a strong relationship with the internal and external sales teams
Qualifications
- Bachelor's degree in a relevant discipline or equivalent education and experience.
- 6+ years of customer service and/or field inventory experience (or equivalent) preferably in the medical device industry, orthopedics or spine.
- Minimum of 2-3 years of experience leading teams and developing people.
- History of building teams and improving processes.
- Experience with a distributor-based commercial organization and in working with medical facilities preferred.
Skills & Abilities
- Strong background in developing and scaling customer service and field inventory processes within a regulated industry.
- Excellent organizational skills, attention to detail and flexibility to thrive in a dynamic start-up environment.
- Motivated self-starter who can work independently and collaboratively in a diverse cross-functional team environment.
- Excellent verbal and written communication, presentation, and training skills.
- Exceptional organizational skills, ability to manage multiple projects in a fast-paced environment, with changing priorities and significant time pressures.
- Ability to build and manage strong relationships across functional teams.
- Strategic problem solving and critical thinking skills.
- Project management and leadership skills.
- Proficient in Microsoft Word, Excel, PowerPoint, Great Plains ERP, Power BI, Adobe Acrobat.
- Travel 0-10%.
Compensation and Benefits
- Pay range for this position $125,000 – $180,000 (depending on experience and alignment with responsibilities)
- Comprehensive health, dental, and vision insurance
- Short-term/long-term disability and life insurance
- Company paid holidays and generous paid time off
- 401(k)
- Employee Assistance Program
- Professional development opportunities.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
We are proud to be an equal opportunity employer, and we value diversity. Spineology does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
