Customer Service & Support Specialist

Description

We are looking for a detail-oriented and customer-focused Sales/Order Administrator to join our growing commercial team. In this role, you will act as the primary order entry/customer service/accounting point of contact for customers, including key medical device accounts, while supporting internal teams to ensure smooth order management, efficient sales operations, and accurate administrative coordination.

• Act as the primary order entry/customer service point of contact for Phototherapy customers, providing professional communication, service excellence, and support throughout the sales cycle.
• Manage the full order process from entry to confirmation, including sales and shop order creation, order changes, RMA requests, and customer follow-up, ensuring accuracy and compliance with company procedures.
• Review and coordinate incoming quote requests, working closely with the sales team to ensure timely and accurate responses.
• Maintain and update customer accounts, sales data, and documentation within CRM and ERP systems.
• Partner with operations, quality/regulatory and engineering teams to track order status, delivery schedules, and other customer requirements.
• Prepare and distribute various order and sales reports, production schedules, performance metrics, and analytical tools to support business operations.
• Proactively engage with customers regarding large or high-value invoices, ensuring timely payment and prompt follow-up on overdue payments.
• Contribute to cash flow forecasting by providing regular updates on the timing and status of expected customer payments.
• Coordinate with finance on payment applications, handling of credit notes, refunds, or adjustments as required.
• Verify and monitor customer credit limits.
• Serve as the backup for Accounts Payable (A/P) processing when required.
• Ensure compliance with company policies, contractual obligations, and industry regulations in all sales-related documentation.
• Contribute to continuous process improvement initiatives to enhance sales operations efficiency and customer satisfaction.

• Bachelor’s degree in business administration, Sales, Marketing, or a related discipline preferred; equivalent professional experience will be considered.
• Minimum of 2–3 years of experience in a sales administration or related role, preferably within manufacturing, engineering, or the medical device industry.
• Proficient in Microsoft Office Suite with the ability to quickly learn and navigate Lumitex ERP (Macola), customer portals (GEHC SSO), and Hub Spot (CRM).
• Exceptional organizational skills, accuracy, and attention to detail.
• Strong written and verbal communication skills with the ability to interact professionally with both internal and external stakeholders.
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
• A customer-focused and solutions-oriented approach.

• Opportunity to work on innovative medical technologies that improve patient outcomes.
• Collaborative and growth-oriented work environment.
• Competitive salary, benefits, and professional development opportunities.