Customer Service Representative

EBR Systems•Santa Clara, CA

11d•Onsite

About The Position

The Customer Service Representative serves as a key member of EBR's Commercial Operations team, supporting internal field teams and external customers through order management, inventory coordination, documentation, and operational support. This role partners closely with Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to ensure timely product availability and an exceptional customer experience throughout the order fulfillment process. This is an onsite role 5 days per week.

Requirements

Bachelor’s (preferred) or Associate’s degree
3+ years of customer service experience
Experience working in a start-up, preferably a medical device or diagnostics company
Ability to navigate ambiguity and rapidly changing circumstances
Ability to work independently with minimal supervision after initial training
Comfortable learning and using medical terminology
Excellent written and verbal communication skills
Proficiency with Microsoft Office Suite
Exceptional organizational skills with strong attention to detail.
Ability to prioritize multiple competing requests.

Nice To Haves

Preferred experience with NetSuite or similar ERP system and Salesforce or similar CRM system

Responsibilities

Manage and fulfill incoming requests from internal and external customers.
Serve as a key operational liaison between Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to resolve customer requests and ensure timely order fulfillment.
Maintain accurate customer records within Salesforce.
Coordinate product, capital equipment, and accessory allocations to support commercial procedures and customer demand.
Work cross-functionally with other departments.
Understand and abide by regulations regarding HIPPA and PHI.
Process customer documentation requests, including product documentation, shipping documentation, certificates, and other commercial support materials.
Maintain accurate field inventory records, reconcile inventory transactions, and support inventory audits.
Ensure compliance with company quality procedures and applicable FDA requirements.
Reply to and forward requests for information from medical facilities and staff.
Identify opportunities to improve customer service processes.
Process customer purchase orders and sales orders within NetSuite.
Coordinate shipments with Logistics and Supply Chain.
Monitor order status and proactively communicate delays.