Operations Customer Service Specialist

ABOUT INSPIRE MEDICAL SYSTEMS

Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Inspire Medical Systems is committed to enhancing patients' lives through sleep innovation.

We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect. With positive persistence at our core, we are committed to all those we serve.

At Inspire, we value people - your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement.

If you're passionate about making a difference in people's lives and want to work with innovative technology, come be a part of our great team!

The Operations/Customer Service Specialist is responsible for managing order fulfillment and customer support activities for hospitals, clinics, sales representatives, and internal business partners. This role processes and monitors customer orders through multiple channels, including electronic and AI-driven order automation solutions, while ensuring compliance with company policies and regulatory requirements. The specialist collaborates with Supply Chain, Finance, Quality, Regulatory, IT, Marketing, and Sales teams to resolve order issues, maintain inventory availability, support customer needs, and drive operational excellence.

Success in this position requires strong problem-solving skills, attention to detail, adaptability to changing priorities, and the ability to navigate multiple business systems and technologies.

• Process, review, and fulfill customer purchase orders received through email, electronic integrations & web portals.
• Monitor and manage exceptions generated through automated order-entry solutions, researching and resolving discrepancies to ensure accurate order processing.
• Interpret and clarify customer orders, shipping instructions, product availability, and account requirements while providing timely communication to customers and field personnel.
• Serve as a primary point of contact for hospitals, clinics, sales representatives, distributors, and internal business partners regarding order status, product availability, shipping inquiries, and issue resolution.
• Utilize Dynamics 365 Business Central and related business systems to process orders, maintain customer records, manage inventory transactions, and support operational reporting.
• Coordinate product replacement, warranty, backup inventory, and field support requests in accordance with company policies and procedures.
• Support sales representatives with serial number management, inventory transfers, patient registration activities, shelf-load management, and other field inventory requirements.
• Investigate shipping and fulfillment discrepancies with third-party logistics providers (3PLs) and internal partners, identify root causes, and coordinate corrective actions.
• Partner with cross-functional teams including Supply Chain, Finance, Quality, Regulatory Affairs, Contracts, IT, and Marketing to resolve customer and operational issues.
• Lead and/or assist with department projects, process improvement initiatives, system implementations, testing activities, and continuous improvement efforts.
• Maintain compliance with applicable quality system requirements, company policies, and regulatory standards.

High School Diploma or equivalent required

2-3 years of prior work experience in customer service or customer support related roles

• Previous customer service experience in the medical device industry.
• Prior knowledge of Inspire products and therapies.
• Excellent customer service skills and motivation to understand customers' needs and deliver efficient solutions.
• Ability to work well and provide great customer service in high pressure situations with a positive and professional demeanor.
• Skilled at computer navigation; ability to work in multiple applications simultaneously.
• Proficiency working with Microsoft Office applications…