Remote Customer Experience & Logistics Specialist

Company Description

Sirtex Medical is a global leader in healthcare, with offices in the U.S., Australia, Germany, and Singapore, dedicated to improving patient outcomes.

Our mission is to be at the forefront of minimally invasive cancer and embolization therapies. By partnering with physicians, we aim to provide innovative products that enhance patient outcomes and simplify treatments. Achievingthis ambitious goal requires passionate and talented individuals who are committed to making a difference. Our flagshipproduct, SIR-Spheres Y-90 resin microspheres, is a targeted radiation therapy for liver cancer. To date, we havedelivered over >150K doses across 50+ countries, significantly impacting patients' lives worldwide.

Our success is fueledby our dedication to serving the medical community, maintaining professionalism, fostering a collaborative work culture,nurturing an entrepreneurial spirit, and continuously pursuing innovation and improvement.

At Sirtex, we are committed to creating a great workplace. We offer a range of benefits, programs, and services tosupport our employees, ensuring they have opportunities to contribute to our success and advance their careers. Joinour inclusive community, where you can collaborate with talented colleagues, bring your ideas to life, and advance your career, all while delivering innovative healthcare solutions to patients.

The Customer Experience Specialist plays a critical role in ensuring a seamless order-to-delivery experience for customers. This position serves as a key liaison between customers, sales, logistics partners, and internal operations teams to ensure accurate order processing, timely shipments, and proactive communication.

The role combines strong customer service skills, logistics coordination, and operational problem-solving to support efficient supply chain execution and maintain high levels of customer satisfaction.

Job hours;
Friday, Saturday, Sunday 12-5pm (remote except for onsite training and meetings)

Remote candidates are required to be local (within a reasonable commuting distance) to the Woburn, MA office for onsite meetings

Key Responsibilities

Customer Service & Order Management

• Serve as the primary point of contact for customers regarding orders, delivery timelines, and product availability.
• Process and manage customer orders within ERP systems, ensuring accuracy and completeness.
• Provide timely responses to customer inquiries, including order status, shipping updates, and product information.
• Maintain accurate customer records and order documentation.
• Coordinate closely with the sales team to support customer needs and ensure alignment on order fulfillment.

Logistics & Shipment Coordination

• Coordinate shipments with internal warehouse teams, third-party logistics providers, and freight carriers.
• Monitor order fulfillment and shipment status to ensure on-time delivery.
• Track and resolve shipping issues, delays, or discrepancies in a timely manner.
• Prepare and review shipping documentation including packing lists, invoices, and export documentation where applicable.
• Support international shipments and ensure compliance with applicable import/export requirements.

Order-to-Delivery Process Support

• Monitor the end-to-end order lifecycle from order entry through delivery confirmation.
• Identify potential supply chain disruptions and proactively communicate updates to customers and internal stakeholders.
• Work cross-functionally with operations, planning, finance, and quality teams to resolve order issues.
• Assist with backlog management and delivery prioritization.

Continuous Improvement

• Identify opportunities to improve order processing, logistics coordination, and customer communication.
• Participate in process improvement initiatives such as Kaizen or operational workflow improvements.
• Support documentation of customer service and logistics processes.
• Contribute to performance tracking metrics such as on-time delivery, order accuracy, and customer satisfaction.

• Bachelor's degree in Business, Supply Chain, Logistics, or related field preferred.
• 5+ years of experience in customer service, order management, logistics, or supply…