Integra LifeSciences

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Manager, Customer Service

Manager, Customer Service

Vacancy ID 
Position Type 
Regular Full-Time
Customer Service/Support

More information about this job


Integra LifeSciences, a world leader in medical technology, is dedicated to limiting uncertainty for surgeons, so they can concentrate on providing the best patient care. Integra offers innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery, and regenerative wound care.


Integra's orthopedic products include devices and implants for foot and ankle, hand and wrist, shoulder and elbow, tendon and peripheral nerve protection and repair. Integra is a leader in neurosurgery, offering a broad portfolio of implants, devices, instruments and systems used in neurosurgery, neuromonitoring, neurotrauma, and related critical care. Integra’s Tissue Technologies is an in-patient and outpatient Regenerative product portfolio, which includes products for wound care, burns, abdominal reconstruction, and plastic & reconstructive surgery.  In the United States, Integra is a leading provider of surgical instruments to hospitals, surgery centers and alternate care sites, including physician and dental offices.

Founded in 1989 Integra is headquartered in Plainsboro, New Jersey and has over 3,300 employees worldwide. Integra's common stock is listed on The NASDAQ Stock Market under the symbol "IART."


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


  • Manage an extended team of approximately 10-20 employees
  • Lead customer service operations, including planning, assigning and directing work
  • Create a customer excellence culture by promoting our brand promises and company values
  • Manage customer escalations to a solution or compromise
  • Track and review customer complaints
  • Communicate company goals, directives and policies
  • Deliver on service levels (SLAs) and key performance indicators (KPIs)
  • Develop and implement policies, procedures, methods and tools to meet operational objectives
  • Interview, hire and train employees
  • Conduct formal performance appraisals for assigned staff
  • Coach to behaviors that align to the company values and create a customer excellence culture
  • Drive employee engagement and productivity through rewards, recognition and addressing disciplinary issues
  • Provide operational reporting and analysis
  • Maintain a culture of continuous improvement of quality of service, productivity and profitability
  • Work collaboratively with other departments to resolve customer inquiries
  • Participate in company-wide projects or teams to support the growth and development of new products and services
  • Provide coverage for other Supervisors/Managers as needed
  • Perform other assignments as required/assigned





The requirements listed below are representative of the knowledge, skill and/or ability required for his position.



  • Bachelor’s degree or equivalent (third level qualification) from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.


  • A minimum of five years’ related experience and/or training, including people management; or equivalent combination of education and experience.      
  • Previous experience in Customer Service or Contact Centre management
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
  • Previous experience of setting up customer service function is preferred



  • Ability to speak, read and write fluently in English and native Japanese
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Passion for customers and delivering a world-class service experience
  • Results-driven, energetic and resilient leader that is receptive to change
  • Demonstrated critical thinking, problem solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
  • Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
  • Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
  • Understanding of Order to Cash process and related systems…Oracle, experience desirable

·         Flexibility to travel 10-20%, including international travel



Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.



The physical requirements listed in this section include, but are not limited, to the motor/physical abilities and skills require of position in order to successfully undertake the essential duties and responsibilities of this position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.


While undertaking the essential duties and responsibilities of the position, the employee must repeatedly sit, listen, speak, type and move throughout the facility. Must be capable of using a keyboard for computer purposes.