Director of Global Customer Service in North Billerica, Massachusetts at SHINE SPECT USA LLC

The Director of Global Customer Service leads the Customer Service function and associated business operations to ensure seamless order management, customer support, and commercial execution across SHINE Medical Products. The Director of Global Customer Service oversees a team operating in a highly regulated, time-sensitive environment that supports radiopharmacies, hospitals, and clinics. This role partners cross-functionally to drive operational excellence, customer satisfaction, and commercial continuity.

The base salary range for this position is $168,000-$200,000 plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.

Duties and Responsibilities:

• Lead, coach, and develop the Customer Service & Business team; establish clear performance expectations and drive accountability.
• Create and refine SOP’s to ensure proper execution and accountability.
• Oversee end-to-end customer order execution (order entry through delivery), ensuring accuracy, timeliness, and proactive communication.
• Ensure compliance with applicable requirements for regulated products, including customer licensing verification, quality documentation, returns processing, and required incident/event reporting.
• Serve as escalation point for complex customer situations (delays, shortages, service failures, billing issues), ensuring timely resolution and stakeholder alignment.
• Partner with Sales leadership to support customer retention, service recovery, and execution of commercial priorities.
• Partner with manufacturing to ensure orders are reviewed and entered into production.
• Collaborate with Distribution Center, Supply Chain, and other internal partners to manage inventory availability, allocation decisions, and logistics execution.
• Maintain accurate customer master data and ensure effective use of ERP/CRM tools; develop and monitor reporting that supports service levels and operational decision-making.
• Drive continuous improvement initiatives to streamline processes, improve the customer experience, and reduce errors; track and report key performance indicators (KPIs).
• Support coordination with Finance/Accounts Receivable related to credits, invoicing questions, and aged receivables as needed.

• Bachelor’s degree in Business, Supply Chain, or related field (or equivalent experience).
• 7–10+ years of experience in customer service, operations, or supply chain; experience in healthcare, pharmaceutical, or other regulated environments strongly preferred.
• Working knowledge of GxP, 21 CFR Part 211, radioactive materials handling/transport regulations (49 CFR HMR, 10 CFR)
• Prior people leadership experience required (coaching, performance management, and development).
• Strong working knowledge of order management processes, customer escalation management, and cross-functional coordination.
• Proficiency with SAP and Hubspot systems; strong Microsoft Excel skills and comfort with reporting/metrics.
• Primary work is performed in an office and/or distribution support environment; frequent use of computers and standard office equipment.
• Occasional extended hours may be required to support customer escalations, business needs, on call rotation or critical operational issues.
• Minimal travel may be required based on business needs.

Working Conditions and Physical Effort:

• Ability to remain in a stationary position (e.g., standing or sitting) for extended periods.
• Although flexible work hours may be available, shift-work schedules may be required, and extended hours will sometimes be necessary to complete required work assignment.

SHINE values diversity in all its forms as a critical component of innovation, which is fundamental to our success. Every member of the SHINE community benefits from the talents and experiences of our peers, from the mutual respect we exercise, and from the responsibility we take for our actions.

SHINE Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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Equal Opportunity Employment