SRI Healthcare, LLC, a Subsidiary of NOVO Health Services offers a healthcare service that provides a total and unique opportunity for hospitals to source their Sustainable Reusable Sterile Packs as well as other sustainable healthcare linens such as DermaTherapy®, Isolation Gowns, Sterilization Wrap, and cubicle/privacy curtains. SRI's products and services help Healthcare providers attain their sustainability goals, improve surgeon and staff satisfaction while ensuring continuity of supply.
SRI operates three regional processing facilities located in Raleigh, NC, Chattanooga, TN, and Mason, OH. Our state-of-the-art, FDA-regulated service centers provide daily processing, assembly, and delivery of reusable products required for surgery.
SRI is the only “one stop shop” service provider in U.S. currently serving all healthcare-related end markets with Sterilized Reusable Surgical Solutions.
Novo Health Services is seeking a highly motivated and customer-focused Customer Service Manager to lead account management activities, customer service operations, and client relationship initiatives within our healthcare service network. This role serves as a critical link between customers and operational teams, ensuring exceptional service delivery, proactive communication, and effective resolution of customer concerns.
The ideal candidate will possess strong leadership skills, operational knowledge, and a passion for building long-term customer relationships. This position works closely with distribution, operations, production, and healthcare clients to support service excellence and continuous improvement initiatives.
Key Responsibilities
Customer Relationship Management
Lead and mentor Account Service Representatives (ASRs) responsible for customer account management and inventory control activities.
Develop and maintain strong relationships with healthcare customers and key stakeholders.
Serve as the primary liaison between customers and operational teams to ensure service expectations are met.
Conduct regular customer visits to assess service performance, identify opportunities for improvement, and strengthen partnerships.
Support new customer implementations and onboarding activities to ensure a seamless transition and positive customer experience.
Service Excellence & Issue Resolution
Guide ASRs in addressing customer concerns, product issues, and service complaints to achieve timely and satisfactory resolutions.
Investigate recurring service issues and implement corrective actions to prevent future occurrences.
Monitor customer satisfaction and identify opportunities to improve service delivery.
Collaborate with cross-functional teams to address customer needs and resolve operational challenges.
Team Leadership & Development
Provide coaching, guidance, and performance management for Account Service Representatives.
Foster a culture of accountability, customer focus, and continuous improvement.
Support employee development through training, mentoring, and ongoing feedback.
Promote collaboration between customer service, operations, logistics, and production teams.
Operational Support & Continuous Improvement
Partner with operations and logistics teams to ensure efficient service delivery and inventory management.
Analyze customer service metrics, account performance, and operational data to identify trends and improvement opportunities.
Assist in developing and implementing process improvements that enhance customer satisfaction and operational efficiency.
Support strategic initiatives related to service quality, account growth, and operational excellence.
Additional Responsibilities
Participate in special projects and organizational initiatives as assigned.
Support compliance with customer-specific requirements, safety standards, and company policies.
Qualifications
Required Experience
Bachelor's degree in Business Administration, Supply Chain Management, Healthcare Administration, or a related field.
Minimum 3–5 years of experience in customer service, account management, operations, logistics, or supply chain environments.
Minimum 2 years of leadership or supervisory experience.
Proven ability to build and maintain strong customer relationships.
Experience resolving customer concerns and managing service recovery efforts.
Strong organizational, problem-solving, and decision-making skills.
Preferred Qualifications
Experience supporting healthcare, hospital, or medical service environments.
Knowledge of inventory management, logistics, or distribution operations.
Experience managing customer accounts in a service-based industry.
Skills & Competencies
Exceptional customer relationship and communication skills.
Strong leadership and team development abilities.
Ability to identify customer needs and develop effective solutions.
Analytical mindset with the ability to interpret data and identify trends.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications, particularly Excel.
Ability to communicate effectively with frontline employees, customers, and senior leadership.
Working Environment
Work may be performed in office, warehouse, healthcare, and hospital environments.
May include exposure to sterile processing departments, operating rooms, and healthcare facilities.
Personal Protective Equipment (PPE) may be required depending on the work environment.
Compliance with customer-specific vaccination requirements may be necessary.
Travel within assigned territory approximately 35%.
Why work for SRI Healthcare?
SRI Healthcare strives to be the employer of choice in the hospital sterilization industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.
Complete an on-line application at www.sri-healthcare.com!