Onsite Customer Care Specialist - End-to-End Orders & RMAs

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

Reports To:

VP, Supply Chain & Customer Service

Location:

Tampa Bay / Onsite

Employment Type:

Contract (with potential for Contract‑to‑Hire)

Mission of the Role

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.

Customer Management at Cardio Command

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.

Essential Responsibilities

· 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.

What Success Looks Like

· 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

Skills & Competencies

· 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

Qualifications

· 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

Culture & Team Expectations

· 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

Candidate Profile & Selection Considerations

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.