Join a Groundbreaking Partnership in Regenerative Medicine!

Induce Biologics USA Inc. is proud to be the appointed representative for Red Rock Regeneration Inc. in the United States, overseeing the manufacture, marketing, and distribution of their innovative regenerative medicine products. This collaboration places us at the forefront of delivering cutting-edge solutions to patients within the U.S. healthcare market.

By joining Induce Biologics USA Inc., you’ll be part of a mission-driven team working with revolutionary technology that’s reshaping the future of bone regeneration—and making a real difference in patients’ lives.

Are you a natural leader who thrives on delivering outstanding customer experiences? We’re looking for a passionate Customer Service Manager to help guide our dynamic team and ensure every interaction with colleagues or customers exceeds expectations. In this role, you’ll inspire and develop a high-performing team, provide hands-on support, and help shape a positive, results-driven culture. If you’re ready to make an impact, build strong relationships, and align our service excellence with company goals, we want to hear from you!

What You’ll Do!

Leadership, Talent Management & Team Development

• Provide daily leadership and guidance to the Customer Service team, setting clear expectations and ensuring consistent performance.
• Conduct team meetings, performance reviews, and training sessions to support development and engagement.
• Foster a customer-first culture that values accountability, teamwork, and high morale.
• Identify skill gaps, implement training, and create development plans to strengthen individual and team capabilities.
• Lead recruitment efforts for customer service roles, including creating job descriptions, interviewing, and making hiring recommendations.
• Recognize and reward achievements, while providing constructive feedback to drive improvement.

Timekeeping, Scheduling & Attendance

• Oversee and approve employee timecards for accuracy and compliance.
• Manage time-off requests and scheduling to ensure adequate coverage and meet business needs.
• Develop and maintain departmental schedules aligned with workload and customer demands.
• Coordinate coverage for absences and proactively address staffing gaps.

Customer Service & Operations Leadership

• Manage daily customer service operations including order handling, returns, distributor onboarding, and escalated customer inquiries.
• Act as the primary point of escalation for customer or distributor issues, ensuring timely resolution.
• Partner with internal teams (Sales, QA, Operations, Finance) to maintain seamless communication and support company objectives.
• Monitor performance metrics and implement strategies to improve service quality and operational efficiency.

Order & Inventory Oversight

• Oversee coordination with suppliers, distributors, and logistics partners to ensure accurate, on-time product deliveries.
• Manage consignment inventory at hospital sites, including reporting on usage and reconciling past-due orders.
• Ensure accurate and timely data flow between inventory platforms (e.g., FishBowl) and ERP/accounting systems.

Systems & Process Management

• Serve as the primary “super user” for customer service systems including ordering platforms, CRM, and ERP.
• Develop, implement, and maintain departmental SOPs, onboarding guides, and customer ordering instructions.
• Lead system troubleshooting efforts and recommend enhancements to improve efficiency.

Training & Quality Assurance

• Lead onboarding, training, and mentoring of new team members.
• Ensure customer inquiries and complaints are handled promptly, in collaboration with QA.
• Maintain strong product knowledge and keep the team informed on new services, processes, and compliance requirements.

What We’re Looking For

• High School Diploma or GED required; Bachelor’s degree in Business, Healthcare Administration, Operations, or related field preferred.
• 5+ years of progressive customer service experience, including 3+ years in a supervisory or management role (medical device, biotech, or life sciences industry preferred).
• Strong proficiency with CRM (Salesforce, HubSpot) and ERP (SAP, Oracle) systems.
• Knowledge of FDA regulations, ISO standards, and quality system requirements.
• Strong organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Excellent verbal and written communication skills; ability to manage conflict with professionalism and empathy.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to work on-site at our Irvine, CA office.

Compensation Range

The salary for this position is expected to fall within the range of $95,000 to $120,000 annually, depending on factors such as experience, education, credentials, and job-related skills. This range reflects what the employer reasonably expects to pay for the position. It is not a guarantee of compensation for any individual hire.

Equal Employment Opportunity Statement

Induce Biologics is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Third-Party Recruiters

Please note that Induce Biologics does not accept unsolicited resumes or inquiries from third-party recruiters or staffing agencies. Any resumes submitted to our team without a prior agreement will be considered the property of Induce Biologics, and we will not be obligated to pay any fees related to unsolicited submissions.