Customer Service Support Specialist

Found in: Appcast Linkedin GBL C2 - 3 weeks ago

Eden Prairie, United States Elucent Medical, Inc. Full time

Our Customer Service Support Specialists have customer-facing roles assisting our customers with purchasing needs and providing exceptional remote technical and level 1 clinical support. Elucent Medical is a rapidly growing, medical device startup in the surgical navigation space. We are looking for a high energy, fast-learning candidate who is excited about being on the cutting edge of new technology.

EDUCATION, BUSINESS EXPERIENCE AND PHYSICAL REQUIREMENTS

  • Customer Service experience required
  • Customer-oriented personality
  • High level of troubleshooting ability
  • Sales and customer support experience preferred
  • Startup, small business experience preferred
  • ERP/CRM experience preferred

REQUIRED COMPETENCIES

This role is both customer-facing and technical. Competencies include positive and constructive communication skills, ability to navigate ERP systems and CRM databases, comfort and speed with familiarizing oneself with new technologies and processes, the ability to remain calm when customers are frustrated, and commitment to satisfying a customer’s needs. Must be a self-starter with experience in high level detail-oriented assignments.

DESCRIPTION OF RESPONSIBILITIES

Elucent is a rapidly growing startup. Our customer service support team to monitor our customers' active clinical cases and provide support and direction as needed. They record customer interactions, comments, and complaints and escalate appropriately. They provide support to our sales and field team members as well as perform remote service tasks such as scheduled software updates. They process orders and participating in shipping and fulfillment as needed, while also proactively alerting the sales team when our customers are running low on product or renew a service contract. They are required to learn our product and processes inside and out to be a confident source of information for our customers and teammates.

This is an exciting opportunity to join a successful and high-functioning team in supporting Elucent’s quickly growing customer base. Our customer service support specialists have a cornerstone role in the organization providing outstanding support and helping to interface field recourses and internal resources to maximize operational excellence.

KEY RESULT AREAS

Customers

· Assisting our growing customer base in a fast-scaling industry.

· Monitor/support active cases and be first responder for all questions and customer communications to resolve technical or general questions.

· Maintain customer records and provide sales operations support to the field.

· Process Customer orders and resolve any supply issues.

Field/Sales Team

· Support the field team by providing data, samples, remote product demo assistance, or marketing material to help drive sales and customer adoption.

· Work directly with CRM platforms, contracts, and order fulfillment.

· Manage service and loaner fleet as applicable.

Materials

· Process Customer purchase orders, process RMA’s, and general materials processes.

· Work directly with freight carriers.

· Maintain inventory management through ERP.

Job Type: Full-time

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