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 Associate- Medical Device

Location: Onsite, Middleton, WI

Reports To: Marketing Manager

Job Type: Full-Time

Department: Customer Service

Job Summary:

We are seeking a highly organized and customer-focused Customer Support Associate to join our growing team in the medical device industry. This dual-responsibility role is ideal for someone who thrives in a dynamic, fast-paced environment and enjoys both delivering exceptional customer service and keeping internal operations running smoothly.

You will be responsible for managing customer inquiries and order processing, while also supporting the office environment and collaborating with key departments like Sales, Marketing, and Finance. This is a pivotal position that ensures both customer satisfaction and office efficiency — making you an essential part of our day-to-day success.

Key Responsibilities:

Customer Support

• Respond to customer, distributor, and healthcare professional inquiries via phone, email, and chat with professionalism and empathy.
• Process orders, returns, and Bill Only POs using the company’s ERP system.
• Provide product-related information, including availability, features, and usage, and escalate technical questions as needed.
• Maintain accurate and thorough documentation in the CRM (e.g., HubSpot) and other platforms.
• Work closely with Sales, Logistics, and Marketing to ensure smooth customer experiences.
• Collect and relay customer feedback to internal teams to support continuous improvement.
• Participate in training to deepen product and industry knowledge.
• Assist with Accounts Receivable support and ensure account accuracy in coordination with the Finance team.
• Help follow up on outbound marketing initiatives, including conference leads and campaign responses.

Office Management

• Oversee daily office operations including supplies, equipment, and facilities.
• Coordinate meetings, internal events, and scheduling as needed.
• Act as a point of contact for vendors, building management, and service providers.
• Support onboarding/offboarding processes for staff, including workspace setup.
• Ensure the office environment is organized, safe, and conducive to productivity.
• Assist the executive and marketing teams with special projects or event coordination.

Qualifications:

• Bachelor's degree required.
• 1–2+ years of experience in customer service and/or office administration preferred, ideally in a healthcare, medical device, or related field.
• This opportunity is also open to recent college graduates seeking an entry-level role in customer service and support.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Comfortable working with CRM systems (HubSpot preferred), ERP tools, and Microsoft Office Suite.
• Ability to handle fast-paced environments and shifting priorities with grace.
• Friendly, empathetic, and professional demeanor — especially in customer-facing situations.

Preferred Skills:

• Prior experience working with healthcare professionals, clinicians, or distributors.
• Familiarity with order entry and customer support software tools.
• Experience supporting marketing/sales projects and events.
• Bilingual or multilingual skills are a plus.
• Knowledge of industry-specific regulations and terminology is an advantage.

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!