Customer Success Specialist II

ESSENTIAL FUNCTIONS OF THE POSITION:
Customer and Field Support

• Manage and prioritize incoming phone calls from field personnel and customers, ensuring timely and effective communication.
• Assist in the resolution of all customer inquiries, fostering strong customer relationships through proactive engagement and follow-up.
• Identify customer needs and coordinate appropriate support activities to enhance service delivery.
• Provide technical support and training to team members and customers, enhancing product knowledge and usage.
• May assist with international support as needed, adapting to diverse customer requirements and cultural nuances.

• Facilitate order processing, coordinating with relevant teams to ensure timely fulfillment and customer satisfaction.
• Track and communicate overnight orders to ensure accurate delivery timelines.
• Oversee inventory management for field-based personnel, ensuring optimal stock levels and timely replenishment.
• Support EDI (Electronic Data Interchange) implementation to streamline order and inventory processes.

• Execute administrative tasks, accurately inputting customer information into databases for comprehensive documentation and record‑keeping.
• Assist with completing new vendor forms to ensure compliance and operational readiness.
• Collaborate and handle additional responsibilities as assigned to support departmental needs.

• Generate and analyze required monthly reports, providing insights to support sales performance and decision‑making.
• Collaborate with cross‑functional teams to identify and implement process improvements that enhance sales support functions.
• Provide quarterly reports to area teams and attend team calls as needed.

• Regular and predictable work performance
• Ability to work under fast‑paced conditions while maintaining accuracy and attention to detail
• Exercise sound judgement and decision‑making skills in various situations
• Prioritize various duties, multitask effectively, and adapt to shifting priorities
• Foster collaborative relationships with colleagues and stakeholders to achieve common
• Additional duties as assigned

• High school diploma.
• 3-6 years of prior customer service or related experience.
• High level of accuracy with data entry and attention to detail.
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast‑paced environment
• Proficient in PC‑based systems and familiar with Microsoft Office applications.
• Knowledge of commonly used concepts, practices, and procedures within the sales arena.
• Professional demeanor in interactions with customers and colleagues.
• Adept at problem‑solving and capable of handling complex inquiries.
• Eagerness to learn new skills and acquire knowledge relevant to the role.

• Bachelor’s degree or demonstrated equivalent combination of education, training, and experience.
• Experience supporting field sales teams within the medical device industry
• Bilingual in English and Spanish preferred

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to pass pre‑employment background check