Customer Service Specialist - Medical Products Distribution

Spine Craft develops, manufactures and distribute spine surgery implant & instrument systems that provide comprehensive spine care solutions to improve and enhance quality of life for patients with back pain, neck pain, degenerative disc conditions, spine deformities and injuries due to trauma.

We are looking for Customer Service Specialist to join our team in Westmont, IL.

• Serve as the primary point of contact for customer inquiries, including order status, product traceability, and regulatory compliance.
• Handle incoming communications from distributors and their administrative offices, hospitals, and other company clients.
• Work in partnership with field and inside sales teams to meet and exceed all service expectations.
• Maintain accurate customer account information including invoicing, backorders and shipping information and special handling instructions.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Analyze ERP, PLM, and track-and-trace system reports to provide accurate product information (e.g., batch/lot history, shipment tracking).
• Ensure compliance with FDA and ISO requirements in all customer communications and documentation.
• Collaborate with Quality Assurance, Supply Chain, and Regulatory Affairs teams to resolve customer issues promptly.
• Manage customer product inquiries, complaints and returns ensuring proper documentation and escalation when needed.
• Identify process inefficiencies and recommend improvements to enhance customer experience and operational workflows.
• Maintain detailed records of customer interactions and follow up to ensure resolution.
• Work on clerical projects as needed and perform other duties, as assigned.

• Associate degree or higher (Business, Accounting, or related field preferred).
• At least 2 years’ experience in customer service, operations, or supply chain within medical devices, or similar regulated industry.
• Strong analytical skills – ability to interpret data from multiple systems (e.g. ERP and/or PLM systems).
• Excellent verbal/written communication – must explain complex regulations clearly to customers.
• Self-driven – can prioritize tasks and work independently with minimal supervision.
• Tech-savvy – proficient in Microsoft Office, ERP and PLM systems.
• Knowledge of the medical implant industry and hospital customer base preferred
• Strong problem solving and communication skills
• Must have excellent organizational, customer service and follow up skills
• Must have the ability to work flexible hours, as needed to support the business needs.

Salary commensurate with experience.

Spine Craft is an Equal Opportunity Employer.