Customer Service​/Inventory Specialist

Job Description

Job Description

CUSTOMER SERVICE & INVENTORY SPECIALIST

ABOUT SURFACIDE

Surfacide is a leading med-tech and infection prevention company, delivering innovative UV-C disinfection and infection prevention solutions to hospitals and healthcare systems worldwide.

Position Summary

The
Customer Service & Inventory Specialist
serves as a critical link between Surfacide customers and our internal service, logistics, and operations teams. This role combines exceptional customer service with hands-on responsibility for inventory management, order fulfillment, service parts, and product support.

The ideal candidate is professional, highly organized, detail-oriented, and comfortable balancing customer needs with day-to-day inventory and operational responsibilities. This individual will help ensure customers receive timely and accurate support while maintaining inventory accuracy and efficient movement of products, parts, and equipment.

This position plays a key role in customer satisfaction, inventory control, operational efficiency, and adherence to Surfacide's quality and regulatory standards.

Key Responsibilities

Customer Support & Communication

• Serve as a primary point of contact for customers via phone, email, and remote support channels.
• Provide professional, empathetic, and solution-oriented customer service to clinical, technical, and administrative users.
• Respond to customer inquiries regarding products, service needs, replacement parts, orders, shipments, and general support.
• Accurately document customer interactions, issues, and resolutions within CRM and service systems.
• Communicate clearly with customers regarding troubleshooting steps, order or service status, timelines, and next actions.
• Escalate complex or unresolved issues appropriately while maintaining ownership and follow-through.
• Coordinate with sales, service, logistics, and other internal teams to ensure customer needs are addressed efficiently.

Inventory Management & Control

• Maintain accurate inventory records for finished goods, service parts, components, accessories, and other materials.
• Perform routine inventory counts and cycle counts and investigate discrepancies.
• Receive incoming inventory and verify quantities and condition against purchase orders and supporting documentation.
• Accurately record inventory receipts, transfers, adjustments, and usage within company systems.
• Pick, pack, and prepare customer orders, service parts, and equipment for shipment.
• Process inventory associated with customer returns, replacements, repairs, and service activities.
• Monitor inventory levels and communicate potential shortages, discrepancies, or replenishment needs to management.
• Assist with organizing and maintaining warehouse and inventory areas to support accuracy, efficiency, and safety.
• Support periodic physical inventory counts and inventory reconciliation activities.
• Help identify opportunities to improve inventory controls, processes, and overall accuracy.

Technical & Product Support

• Develop a working knowledge of Surfacide's FDA-approved medical devices and infection prevention technologies.
• Assist customers with basic product questions and troubleshooting using established protocols and technical documentation.
• Guide customers through basic to intermediate troubleshooting steps when appropriate.
• Support questions related to device setup, operation, accessories, replacement components, and routine maintenance.
• Coordinate replacement parts and equipment with customers and internal service teams.
• Collaborate with technical service and field service personnel when issues require additional technical expertise.

Shipping, Receiving & Logistics Support

• Coordinate outgoing customer shipments, replacement parts, returns, and other service-related shipments.
• Generate shipping documentation and ensure orders are packaged and labeled accurately.
• Track shipments and provide customers or internal teams with status updates when needed.
• Coordinate return shipments and ensure returned products and parts are properly received and documented.
• Work with internal departments and shipping carriers to resolve shipment discrepancies, damages, or delivery issues.
• Maintain accurate records related to shipping, receiving, and inventory movement.

Quality, Compliance & Documentation

• Ensure accurate and compliant documentation of customer interacti