Customer Service Specialist

• Act as a subject matter expert for complex customer inquiries, operational processes, and escalated issues
• Manage customer transactions, quotations, orders, and follow-up activities while ensuring operational accuracy and quality
• Partner with internal stakeholders to resolve complex customer and operational matters
• Identify opportunities to improve processes, simplify workflows, and implement sustainable solutions
• Participate in projects, system implementations, business initiatives, and User Acceptance Testing (UAT) activities
• Support compliance with company policies, procedures, and quality requirements
• Analyze operational data and performance trends to identify opportunities for improvement
• Support knowledge-sharing, onboarding, and training activities across the Customer Care team
• Remain actively involved in day-to-day customer care operations and customer interactions
• Support healthcare providers and contribute to patient care

• High School Diploma with 4+ years, or Associate's Degree with 2+ years, or Bachelor's Degree with 1+ year of experience in customer service, customer operations, service support, or a related environment
• Professional proficiency in English and Spanish, both written and verbal
• Experience managing complex customer situations, escalations, or cross-functional operational processes
• Experience analyzing operational data and applying insights to support improvements
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word
• Experience supporting customers within healthcare, medical technology, life sciences, manufacturing, or other regulated industries
• Experience using Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems such as SAP or Salesforce
• Proficiency in additional languages
• Experience participating in projects, business transformation initiatives, or system implementations
• Experience supporting continuous improvement or operational excellence initiatives

Demonstrates expertise in managing complex customer inquiries and operational processes while ensuring compliance with quality standards. Proficient in analyzing operational data to drive continuous improvement and support healthcare providers effectively.

• Customer Service Management
• Operational Process Improvement
• Data Analysis and Insights
• Bilingual Proficiency in English and Spanish
• Experience with ERP and CRM Systems

• Customer Operations
• Operational Data Analysis
• Process Improvement
• User Acceptance Testing (UAT)
• Healthcare Support

• Problem Solving
• Collaboration
• Communication

• Healthcare
• Medical Technology
• Life Sciences
• Regulated Industries

• Microsoft Office
• SAP
• Salesforce