Customer Service Specialist

TransMedics, Inc. • Andover, MA

35d • $33 - $41

About The Position

TransMedics is seeking a Customer Service Specialist to serve as the primary liaison between our global customer network and Supply Chain Operations. This role is critical to maintain a world-class service level in our growing business and continue to drive a best-in-class customer experience. The specialist will coordinate end-to-end order cycle management to ensure orders are created appropriately in the system, track fulfillment and delivery milestones, and ensure returns are processed in a timely manner.

Requirements

• Associate’s degree or coursework in Supply Chain, Business, or equivalent related experience
• 2-4 years of experience in customer service, order management, or Supply Chain coordination
• Outstanding written and verbal communication
• Proficiency in ERP systems
• Strong Excel and reporting skills
• Attention to detail and organization
• Customer-focused mindset and problem-solving capabilities

Nice To Haves

• Bachelor’s degree or coursework in Supply Chain, Business
• Experience working in a regulated industry (medical devices, pharma, etc.)

Responsibilities

• Process orders and monitor status for domestic and international customers
• Ensure order accuracy and timely delivery
• Coordinate daily with warehouse operations
• Maintain inventory accuracy and transactional discipline
• Ensure compliance with procedures and regulatory requirements
• Serve as the main point of contact for internal and external inquiries regarding order status, delivery updates, etc
• Proactively communicate any issues affecting order fulfillment
• Coordinate returns (RMA) with field and Quality partners
• Build strong relationships to promote credibility and customer experience
• Maintain accurate order data within ERP and QMS systems.
• Support continuous improvement through accurate reporting and feedback on process bottlenecks.
• Track and report key performance metrics (e.g., On-Time Delivery, Service Level, Backorders).
• Ensure all transactions and material movement are up to date in ERP real-time

Benefits

• Medical with Health Reimbursement Account through Blue Cross/Blue Shield of MA
• Dental
• Vision
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short Term Disability
• Long Term Disability
• 401K Plan
• Pet insurance
• Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree