Customer Service Specialist (Remote)

Vantive•Deerfield, IL

1d•$44,000 - $60,000•Remote

About The Position

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities. This position is responsible for managing all aspects of order-fulfillment processes for Renal Medical Products through inbound calls (toll-free) and non-phone channels (fax, email, etc.). The Customer Specialist provides superior service to external customers and internal Vantive team members, handling exceptions, general inquiries, correspondence, and documenting service failures. This role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, Sales Representatives, and other departments.

Requirements

High School diploma
2+ years in customer service or order management, preferably in medical/device sectors
Strong verbal and written communication, with active-listening and problem-solving skills
Proficiency with CRM/order-entry systems and Microsoft Office
Demonstrated ability to own complex issues and collaborate across functions
Alignment with Vantive’s mission: “Extending Lives, Expanding Possibilities” through everyday leadership
Ability to work remotely free from distractions with shifts between the hours of 7:00 AM and 6:00 PM CST
Must have high speed wired internet connection

Responsibilities

Accurately process and place new orders, back-orders, shipping adjustments, returns, and account setups
Manage customer inquiries and exceptions, confirming resolution and next steps on every call
Document and escalate service failures or process gaps that impact customers and the organization
Maintain records, prepare required reports, and support new account setups
Collaborate cross-functionally to resolve discrepancies and drive continuous improvement
Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order

Benefits

Paid Time Off (4 weeks)
Paid Holidays (10 paid)
Medical, Dental, Disability and Life Insurance coverage
Vision and Voluntary Benefits
Paid Parental Leave
Retirement Savings Plan
Flexible Health Care Spending Accounts
Educational Assistance Plan
comprehensive compensation and benefits packages
health and well-being benefits
medical, dental and vision coverage that start on day one
insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Financial and retirement benefits
Aon Pooled Employer Plan (“Aon PEP”)
Vantive’s 401(k) retirement savings plan
Flexible Spending Accounts
educational assistance programs
time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave
commuting benefits
the Employee Discount Program
the Employee Assistance Program (EAP)
childcare benefits