Customer Care Specialist

Benefits

• 401(k) matching
• Company parties
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Customer Care Specialist Position Description & Role Expectations

Department:
Supply Chain
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Reports To:

VP, Supply Chain & Customer Service
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Location:

Tampa Bay / Onsite
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Employment Type:

Contract (with potential for Contract-to-Hire)

Delivering end-to-end ownership of customer relationships through disciplined customer management, accurate order execution, proactive communication, and measurable performance standards supporting Cardio Command growth objectives. This role operates in a highly visible, fast-paced environment requiring ownership, adaptability, and strong execution discipline.

Active ownership and coordination of all customer-related activities from inquiry and quotation through order execution, product support, Return Material Authorizations (RMAs), shipment completion, and ongoing communication.

• Quote Management:
  Coordinate and follow up on customer quotations and inquiries.
• Order Ownership:
  Enter and monitor customer orders through completion.
• Customer Communication:
  Support inquiries, product questions, acknowledgements, status updates, and proactive communications.
• Order Visibility & Follow-Up:
  Review open orders and monitor inventory, production status, and shipment readiness; escalate risks impacting commitments.
• Cross-Functional Coordination:
  Partner with Production, Supply Chain, Shipping, and Doc Control to support customer commitments.
• Priority Management:
  Adjust workload based on customer priorities and business needs.
• RMA Coordination:
  Initiate and coordinate RMAs, manage communications and documentation, and ensure RMAs are tracked and progressed according to expectations.
• Issue Resolution:
  Escalate concerns early and drive timely resolution.
• Daily Execution Discipline:
  Maintain required tracking tools and workflows and complete follow-ups with urgency and accountability.
• Business Support:
  Support revenue opportunities through timely response and visibility.

• Accurate order processing with minimal errors or rework
• Proactive customer communication and order visibility
• Quotes, inquiries, and support requests responded to within expectations
• RMAs and customer issues tracked through completion
• Risks identified and escalated early
• Strong ownership, urgency, adaptability, and follow-through

• Ownership & Accountability
• Execution & Follow-Through
• Attention to Detail
• Prioritization & Time Management
• Systems & Process Discipline
• Professional Communication
• Team & Cross-Functional Collaboration
• Adaptability
• Self-Awareness & Receptiveness to Feedback
• Customer Focus

• High school diploma or equivalent required;
  Bachelor’s degree in business, communications, or a related field preferred
• 5+ years of customer service, order management, coordination, or related experience in manufacturing, medical device, industrial, or other regulated environments preferred
• Equivalent combinations of education, training, and experience will be considered
• ERP/MRP, Quick Books, inventory, or order management system experience
• Microsoft Excel, Outlook, and Word proficiency
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Take ownership and drive responsibilities through completion
• Demonstrate execution, responsiveness, and consistent follow-through
• Adapt quickly to changing priorities and business needs
• Work collaboratively and support team and cross-functional objectives
• Communicate professionally and proactively
• Embrace accountability, feedback, and continuous improvement

This is not a traditional reactive customer service role. Successful candidates demonstrate ownership, execution discipline, adaptability, professionalism, and comfort operating in a highly visible small-company environment.