Cantel Medical

Manager, Customer Care

Job ID
# Positions
Customer / Technical Service
Cantel Healthcare Disposables

Company Overview

Crosstex International is a leading global manufacturer of infection control and prevention products for the healthcare market. We create high quality, innovative products, the majority of which are manufactured in the United States. Our broad range of products for multiple healthcare disciplines include: SecureFit® Face Masks, ConFirm® Sterilization Monitoring, SaniTyze™ Waterless Antimicrobial Gel and our Patients Choice ® line of preventive products. With eleven manufacturing/distribution facilities around the world – 8 in the United States and 3 internationally – Crosstex services the global healthcare community in an efficient and timely manner.

Job Overview

The Customer Service Manager will be responsible managing a team directly and indirectly to ensure we are providing excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Main Responsibilities

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues/problems, find solutions and follow problems through to resolution
  • Communicate with customers (internal and external) via phone, email, or letter
  • Oversee and be hands-on pertaining to the Order-to-Cash process, which includes:
    • Entering orders into the system promptly whether, emailed, mailed, faxed or through EDI
    • Track and communicate order status with customers and within the organization to assist in the timely processing and shipping of orders
    • Issue refunds to customers and oversee product exchanges and returns
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Keep abreast of new company products and services and assure the team is knowledgeable on these new products, assisting in the deployment of new products


  • BS degree in Business Administration or related field
  • 7+ years of proven working experience as a customer service manager in a manufacturing company
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English; Bi-lingual (Spanish) a plus
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Strong computer knowledge including MS Office and ERP/CRM systems
  • Extremely strong communication skills, both written and verbal
  • Travel Requirement - up to 30%


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