Operations Customer Service Specialist

Inspire therapy•Minneapolis, MN

2d•Hybrid

About The Position

The Operations/Customer Service Specialist is responsible for managing order fulfillment and customer support activities for hospitals, clinics, sales representatives, and internal business partners. This role processes and monitors customer orders through multiple channels, including electronic and AI-driven order automation solutions, while ensuring compliance with company policies and regulatory requirements. The specialist collaborates with Supply Chain, Finance, Quality, Regulatory, IT, Marketing, and Sales teams to resolve order issues, maintain inventory availability, support customer needs, and drive operational excellence. Success in this position requires strong problem-solving skills, attention to detail, adaptability to changing priorities, and the ability to navigate multiple business systems and technologies.

Requirements

High School Diploma or equivalent required
2-3 years of prior work experience in customer service or customer support related roles
Excellent customer service skills and motivation to understand customers' needs and deliver efficient solutions.
Ability to work well and provide great customer service in high pressure situations with a positive and professional demeanor.
Skilled at computer navigation; ability to work in multiple applications simultaneously.
Proficiency working with Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
Strong communication skills; clear and effective written and verbal.
Strong attention to detail.

Nice To Haves

Previous customer service experience in the medical device industry.
Prior knowledge of Inspire products and therapies.

Responsibilities

Process, review, and fulfill customer purchase orders received through email, electronic integrations & web portals.
Monitor and manage exceptions generated through automated order-entry solutions, researching and resolving discrepancies to ensure accurate order processing.
Interpret and clarify customer orders, shipping instructions, product availability, and account requirements while providing timely communication to customers and field personnel.
Serve as a primary point of contact for hospitals, clinics, sales representatives, distributors, and internal business partners regarding order status, product availability, shipping inquiries, and issue resolution.
Utilize Dynamics 365 Business Central and related business systems to process orders, maintain customer records, manage inventory transactions, and support operational reporting.
Coordinate product replacement, warranty, backup inventory, and field support requests in accordance with company policies and procedures.
Support sales representatives with serial number management, inventory transfers, patient registration activities, shelf-load management, and other field inventory requirements.
Investigate shipping and fulfillment discrepancies with third-party logistics providers (3PLs) and internal partners, identify root causes, and coordinate corrective actions.
Partner with cross-functional teams including Supply Chain, Finance, Quality, Regulatory Affairs, Contracts, IT, and Marketing to resolve customer and operational issues.
Lead and/or assist with department projects, process improvement initiatives, system implementations, testing activities, and continuous improvement efforts.
Maintain compliance with applicable quality system requirements, company policies, and regulatory standards.