Customer Service Account Manager

3 weeks ago

Carlsbad, United States Spinal Elements Full time

About Spinal Elements

Spinal Elements is a Carlsbad, California-based medical device company focused on the design, development, and commercialization of a comprehensive portfolio of systems, products, and technologies for spine surgery procedures. A leading designer, developer, manufacturer, and marketer of innovative medical devices used in spinal surgical procedures, Spinal Elements combines leading medical device technologies, biologics, and instrumentation to create positive surgical outcomes that exceed surgeon and patient expectations. Spinal Elements has built a reputation delivering innovative and differentiated technologies that enable fundamental shifts in solutions for spine surgery. The company markets a complete portfolio of advanced spinal implant technologies. Learn more at


Meet the Team

The Customer Service Account Manager is part of a team of Account Managers and reports to the Customer Service Supervisor. The Customer Service team at Spinal Elements is highly collaborative and works with all departments across the organization and distributor representatives across the country. They are very knowledgeable about the Spinal Elements products and work very closely with our independent distributors across the country.


About the role:

As a Customer Service Account Manager at Spinal Elements, you will be responsible for processing orders for customers, including tracking and reporting on order status, shipping dates, product availability, and back-orders. You will also be responsible for reporting customer complaints, potential problems related to the shipment of products, and issuing credits as needed. You will support the sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue.


Primary Responsibilities include:

  • Managing a group of assigned distributor accounts including:
  • Meeting instrumentation needs for scheduled surgeries for assigned accounts
  • Coordinating movement of surgical assets in the field with limited deadlines while collaborating with other Account Managers and Marketing with limited deadlines
  • Providing support to assigned distributors regarding set and restock shipments, product availability, and back orders
  • Regularly communicating with the sales team and distributor sales representatives
  • Responding to customer product inquiries and escalating satisfaction issues as appropriate
  • Interfacing with NetSuite and ImplantBase transactions for accuracy
  • Identifying needs and finding solutions for internal and external customers
  • Processing and coordinating customer transactions
  • Ensuring that all requests are processed accurately and timely
  • Having the ability to be “on call” Monday through Sunday based on a weekly rotation with other Customer Service team members

What Makes You Successful (KSA’s)

  • Strong sense of customer service and team-oriented skills
  • Excellent organizational, prioritization, and multi-tasking skills
  • Excellent communication and collaboration skills
  • Great ability to be flexible and adaptable
  • Strong attention to detail
  • Professional phone & email etiquette
  • Strong computer skills


What You’ll Get (Benefits & Perks)

  • A full and comprehensive benefits program including medical, dental, vision, short-term and long-term disability, flexible spending accounts, and more
  • Wellness program and Employee Assistance Program (EAP)
  • Retirement savings plan (401k) with company match
  • Travel Assistance Program, Pet Insurance and Legal Services
  • Educational Assistance Program
  • 10 paid company holidays and 1 floating holiday
  • 15 days PTO
  • Hybrid work schedule

Experience and Education

  • Typically requires a High School Diploma and 4+ years of applicable experience
  • 2+ years of customer service experience required
  • Bachelor’s degree preferred
  • Medical device industry experience a plus

Work Authorization

US Work Authorization required


Work Environment

This job operates in a corporate office or home office setting

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to regularly lift and carry up to 25-30 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.


Travel

Limited travel required


Spinal Elements is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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