Customer Service Advocate

Job Description

Title: Customer Service Advocate

Location: Lake Zurich

Employment Type: Full-Time

About Us

Founded in 1996, Medical Murray is a privately owned medical device company specializing in the development, testing, and manufacturing of finished devices, components, and subassemblies. We partner with clients ranging from innovative startups to the world’s largest OEMs. Our expertise includes permanent implants, delivery systems, and complex catheters for vascular, gastrointestinal, urologic, and other interventional markets.

Our culture is driven by five core values: Integrity First, People Matter, First-Class Service, Inspired Innovation, and Community Service. These principles guide our work, our relationships, and our commitment to improving patient outcomes worldwide.

Benefits Summary

We offer a competitive compensation and benefits package, including medical (BCBS) and dental coverage, company-paid vision and life insurance, short- and long-term disability, HSA-eligible plans, a 401(k) Safe Harbor retirement plan, 18 days of PTO, TeleDoc access, identity protection, tuition reimbursement, voluntary life insurance, and paid time off for community volunteering.

Overview

Be the voice of the customer—and the bridge to production.
We are seeking a Customer Service Advocate who thrives in a fast-paced, customer-focused environment and enjoys collaborating with operations to deliver on commitments. In this role, you’ll support sales order entry and customer communications while helping ensure customer requirements for quality, accuracy, and on-time delivery are met.

You’ll play a critical role in building strong customer relationships, managing orders in the ERP system, and partnering with internal teams to turn customer needs into successful production outcomes.

What You’ll Do

• Support and comply with the Quality Management System, including all applicable SOPs within the Training Matrix.
• Serve as a primary point of contact for customers via phone, email, and in person.
• Respond promptly, professionally, and accurately to customer inquiries and requests.
• Identify and assess customer needs to deliver timely, effective solutions and ensure satisfaction.
• Build and maintain strong, trusted relationships with customer accounts through open and proactive communication.
• Process customer orders and requests accurately in the ERP system in accordance with established procedures.
• Ensure Customer Requirement Reviews are completed and provide formal order acknowledgments to customers.
• Coordinate with operations and production teams to obtain accurate delivery dates and communicate them to customers.
• Release work orders to production in support of internal and external customer orders.
• Handle customer complaints or dissatisfaction with professionalism; resolve issues or escalate appropriately and follow through to closure.
• Maintain detailed and accurate records of customer interactions, transactions, and documentation.
• Answer incoming calls and route inquiries as needed to meet internal and external expectations.
• Support other administrative or customer-related activities as required.

What You’ll Bring

• 1–2 years of experience in a customer-facing role, preferably in a business-to-business or manufacturing environment.
• High School Diploma or equivalent required.
• Experience with ERP systems for order entry; experience creating or maintaining BOMs is a plus.
• Proficiency in Microsoft Office Suite.
• Strong listening skills with the ability to understand and clarify customer needs.
• High attention to detail and accuracy in all work performed.
• Strong analytical and problem-solving skills with a flexible, adaptable working style.
• Excellent written, verbal, and interpersonal communication skills with a positive, “can-do” attitude.
• Reliable, punctual, and committed to delivering high-quality work.
• Ability to manage multiple tasks and priorities on a daily, weekly, or monthly basis.

Equal Opportunity Employer

Medical Murray is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.