Customer Solutions Manager

About the role

The Customer Solutions Manager drives alignment between Operations and Customer Service in an HSA and AVA-regulated environment. The role ensures regulatory certification, compliance and audit readiness, bridges Business Solutions and Sales through direct engagement with clinics, hospitals and veterinary practices, and acts as backup for Operations and Customer Service Lead roles.

Key responsibilities

• Oversee daily operations and customer service for medical devices, diagnostics, pharmaceuticals and veterinary products, improving collaboration between Operations and Customer Service and resolving service issues with urgency and regulatory awareness.
• Train Customer Service associates in telesales to enable proactive order generation.
• Act as liaison between Business Solutions, Sales and Clinical teams, meeting veterinarians, clinic managers, hospital procurement and lab directors to understand clinical workflows and product needs.
• Serve as backup for Operations and Customer Service Leads, managing key accounts and critical deliveries so patient or animal care is never disrupted.
• Develop and maintain Standard Operating Procedures aligned with HSA, AVA, WSH council and GDP requirements, documenting workflows, complaint handling, product traceability and escalation paths.
• Support HSA, AVA and Bizsafe audits, license renewals and CAPA and continuous improvement initiatives.
• Build relationships with Sales, Regulatory, Quality Assurance, Logistics and external partners; train and mentor teams on compliance and product handling; monitor KPIs such as on-time delivery, complaint resolution time and customer satisfaction.

Required profile

• Minimum 5 years in operations, customer service or business solutions within healthcare, medical device, pharma or veterinary industries.
• Bachelor's degree in Life Sciences, Business, Healthcare Management, Veterinary Science or a related field.
• Direct experience supporting regulatory audits and certifications.
• Certifications or experience in Quality/Regulatory Affairs preferred.

Required skills

• Working knowledge of HSA, Bizsafe and AVA regulations and the medical/veterinary supply chain.
• SOP development, process mapping and regulatory support.
• Strong cross-functional leadership and stakeholder management.
• Able to discuss technical and clinical requirements credibly with healthcare professionals.