Are you passionate about building and creating things? Do you crave the satisfaction that comes from knowing that the work that you do every day is important and making an impact on the lives of patients around the world? Are you an excellent communicator and team member? If so, then we want you on the Imbed Biosciences team!
Job Title: Customer Support Specialist - Medical Device
Location: Onsite, Middleton, WI
Reports To: Marketing Manager
Job Type: Full-Time
Department: Customer Service
Job Summary: We are seeking a dedicated and professional Customer Support Specialist to join our team in the medical device industry. This role involves providing high-quality service to our customers, healthcare professionals, and distributors. You will be responsible for assisting with inquiries, resolving complaints, processing orders, supporting product-related concerns, and assisting the Marketing, Sales, and Finance teams. As a key player in maintaining customer satisfaction, you will help build long-term customer relationships and ensure an exceptional customer experience.
Key Responsibilities:
- Customer Support: Respond to customer inquiries (phone, email, chat) regarding product availability, order status, features, and general product information in a timely, professional manner.
- Order Processing: Assist with placing orders, ensuring accuracy, processing returns, exchanges, and follow up on shipments to ensure timely delivery.
- Product Assistance: Provide product information (features, usage, benefits) and escalate complex technical questions to the appropriate team members.
- Troubleshooting: Assist with troubleshooting basic product issues and escalate more complex issues to technical or support teams.
- Collaboration: Work closely with other departments (Sales, Logistics, Marketing, etc.) to resolve customer concerns and ensure product availability.
- Customer Feedback: Collect and report customer feedback to relevant teams, helping improve the customer experience and product offerings.
- Documentation: Accurately log customer interactions, issues, and resolutions in the CRM system, maintaining detailed records for continuous service improvement.
- Training & Development: Participate in training programs to enhance product knowledge, industry regulations, and customer service skills.
- Process Improvement: Identify opportunities for process improvements and provide feedback to management to enhance operational efficiency and customer satisfaction.
- Follow-Up: Proactively follow up with customers to ensure concerns are resolved and satisfaction is achieved.
- Accounts Receivable Support: Assist the Finance team with Accounts Receivable tasks, including processing new account setups and ensuring accurate account records.
- Outbound Marketing Initiatives: Support follow-up on leads following key conferences/events and email campaigns, to help qualify opportunities and connect these with our distributor partners.
Qualifications:
- Associate’s or Bachelor’s degree
- Proven experience in customer service, preferably in a healthcare, medical device, or related field.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to handle stressful situations with a positive attitude.
- Familiarity with CRM systems (e.g. HubSpot) and Microsoft Office Suite.
- A friendly, patient, and empathetic demeanor, with the ability to multitask in a fast-paced environment.
- Adaptability and willingness to learn new concepts, particularly in medical devices and industry-specific regulations.
Preferred Skills:
- Experience with customer service software or CRM (e.g. Hubspot) tools is a plus.
- Professional, customer-facing skills and presentation, with ability to engage and skillfully direct conversations with our distributors, health system professionals, and clinician customers including MDs.
- Interest and ability to support office-based projects and a range of marketings and sales-related initiatives as needed, in a fast-paced, entrepreneurial environment
- Bilingual or multilingual skills are a plus.
- Prior experience in healthcare, retail, or tech support roles is a plus.
- Ability to work onsite full-time
Why You Should Apply
Imbed Biosciences, Inc. is a growing medical device company with commercial products being sold in the U.S. and overseas, and with many exciting products in the development pipeline. We offer flexibility, excellent salary and benefits, professional growth and development, and a team that will propel you to succeed!
If you are looking for a place to grow, thrive, innovate, make a difference in patients' lives, and enjoy the work you do, then we want you on the Imbed team!