Customer Service Manager & Site Lead (Lenexa, Kansas)

In September 2024, Morgan Scientific Incorporated (MSI) joined the Vitalograph group of companies as a wholly owned subsidiary. Vitalograph – a global leader in respiratory diagnostics – has had a long and enduring relationship with Morgan Scientific. For both companies, the decision is a natural progression as the combined expertise allows the enlarged organisation to focus on delivering the best possible diagnostic solutions that can enable a better understanding of lung health.The acquisition of Morgan Scientific is a key milestone in Vitalograph’s plan to develop its respiratory diagnostics business globally, furthering its goal of providing comprehensive testing solutions that enable the best possible respiratory healthcare. Vitalograph is in the middle of an ambitious growth strategy and is on track to treble its respiratory diagnostics business in the four years leading to 2026. Why Join Us?We believe in fostering a supportive environment that values both personal and professional growth. When you join us, you’ll enjoy a comprehensive benefits package designed to help you thrive:401(k): Secure your financial future with our robust retirement savings plan.Health Insurance: Comprehensive coverage to keep you and your family healthy.Paid Time Off: Enjoy a healthy work-life balance with generous leave.Opportunities for professional development and career advancement within a dynamic and innovative organisation.Tuition Reimbursement: Continue your education with financial backing from us.The Customer Services Manager & Site Lead is a key leadership role in Vitalograph, USA. As a leader in our Respiratory Diagnostics Solutions business, the role holder will be based in our medical device logistics facility in Lenexa KS. The role holder will oversee and support our customer service team in managing inquiries related to orders, shipping, receiving, inventory management and warehouse oversight at our warehouses in Lenexa KS and Haverhill MA. This role requires experience in customer service and operational processes, particularly in order fulfilment and inventory management. The successful candidate will work closely with the logistics, warehouse, and customer service teams to ensure timely and accurate service delivery, efficient inventory management, and a positive customer experience.The role holder also has site leadership responsibilities within our medical device logistics facility in Lenexa KS. These responsibilities include health and safety, maintenance, and housekeeping operations. This role ensures the workplace meets regulatory standards, promotes employee safety, maintains optimal functionality of facility systems, and upholds cleanliness and organization across the site. The ideal candidate will possess strong leadership skills and expertise in facility management, with a focus on compliance, operational efficiency, and creating a safe, clean, and productive work environment.Key ResponsibilitiesCustomer Service Operations (75% of role responsibilities) Team Leadership & DevelopmentSupervise and support a team of customer service representatives, providing training, guidance, and coaching to ensure a high level of service.Serve as the main escalation point for complex or sensitive customer inquiries related to orders, shipping, inventory, and warehouse issues.Conduct regular team meetings and one-on-one sessions to discuss performance, areas for improvement, and updates on operational processes.Customer Service OperationsOversee the handling of customer inquiries related to order processing, tracking, shipping, and returns to ensure timely and accurate responses.Monitor and maintain open communication with customers to provide updates on order status, backorders, and inventory availability.Collaborate with the warehouse and logistics teams to resolve any issues impacting order fulfilment, shipping delays, or inventory discrepancies.Warehouse and Inventory ManagementWork closely with warehouse and inventory teams to monitor stock levels, identify inventory shortages, and ensure accurate order fulfilment.Oversee inventory tracking systems and processes to maintain accurate stock counts and order records.Assist in cycle counts, audits, and stock reconciliations to ensure inventory accuracy. Process Improvement & ReportingAnalyse customer service and operational metrics, identifying areas for process improvements in order, shipping, and inventory workflows.Develop and implement standard operating procedures (SOPs) for efficient order management, shipping, and inventory handling.Prepare regular reports on key performance indicators (KPIs), including order accuracy, shipping times, customer satisfaction, and inventory accuracy.Site Facility Leadership (25% of role responsibilities)Health and Safety Compliance:Develop, implement, and enforce health and safety policies in compliance with OSHA, FDA, ISO 9001, and other applicable regulations.Conduct safety audits, risk assessments, and emergency preparedness drills at scheduled intervales.Investigate incidents, identify root causes, and implement corrective actions as needed.Provide safety training programs to employees and contractors to promote a culture of safety.Facility Maintenance:Oversee the maintenance of facility infrastructure, including HVAC, electrical, plumbing, and production equipment, to ensure continuous and efficient operations.Schedule and supervise preventative maintenance programs to reduce downtime and increase equipment reliability.Manage repairs and troubleshooting of facility systems and coordinate with vendors or contractors when necessary.Maintain detailed records of maintenance activities and ensure adherence to regulatory requirements.Housekeeping and Cleanliness:Ensure the facility is maintained to the highest standards of cleanliness and organization, particularly in production and controlled environments.Develop and manage housekeeping schedules, ensuring compliance with cleanroom standards and other industry-specific requirements as needed.Supervise housekeeping staff or vendors, ensuring quality and consistency in services provided.Vendor and Contractor Management: Source, negotiate, and manage contracts with service providers for maintenance, repairs, and cleaning services.Budget Management: Manage budgets for facility operations, including maintenance, health and safety programs, and housekeeping services. Identify cost-saving opportunities while maintaining compliance and quality standards.Regulatory Compliance and Audits:Ensure facility operations align with industry and regulatory standards (e.g., FDA, ISO, OSHA).Support audits and inspections by regulatory bodies or customers, providing required documentation and addressing findings promptly.Leadership and Collaboration:Lead and develop a team responsible for facility management functions, fostering a culture of accountability and continuous improvement.Collaborate with cross-functional teams, including production, quality, and engineering, to support operational goals and initiatives.QualificationsEducation: Bachelor’s degree in business, Supply Chain Management, Logistics, or a related field preferred. OR Associate’s degree in above combined with relevant work experience. Experience:3+ years of experience in customer service or operations, with at least 1-2 years in a supervisory or team lead role. Experience in facility management within the medical device, pharmaceutical, or manufacturing industry.Background in order management, shipping, inventory control, and/or warehouse oversight is highly preferred. Experience with ERP or inventory management systems (e.g., SAP, Oracle, or similar) is a plus. Proven track record of managing complex service operations and leading technical teams. Comprehensive knowledge of OSHA, FDA, ISO 13485/9001, and other relevant regulations. Strong expertise in health and safety program implementation and risk assessment.Experience managing facility maintenance and housekeeping operations, including cleanrooms or controlled environments.Familiarity with respiratory diagnostic equipment is highly desirable. Skills:Technical: Proficiency in customer service software, order management systems, and Microsoft Office Suite (Excel, Word, etc.).Leadership: Strong leadership and interpersonal skills with the ability to motivate, develop, and support a team. Communication: Strong communication skills, both written and verbal, for effective collaboration and customer interaction.Problem-Solving Skills: Excellent problem-solving skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment with a proactive approach to addressing challenges and implementing solutions.Customer Focus: A strong commitment to customer satisfaction and a track record of building positive relationships with clients.Team Player: Ability to work collaboratively with cross-functional teams and adapt to a dynamic work environment.Ability to work independently and make informed decisions.Field and Office Environment: This role will require both fieldwork at healthcare facilities and office-based tasks; travel is expected to provide on-site support.Physical Requirements: Ability to lift and move equipment as necessary, and to perform technical installations and repairs in various healthcare settings.