Senior Customer Operations Specialist

Neuronetics, Inc. • Malvern, PA

13d

About The Position

The Senior Customer Operations Specialist (COS) supports internal and external customers and coordinates across departments to support Sales and ongoing utilization of NeuroStar Advanced Therapy TMS systems. The role supports capital and consumable business needs and requires knowledge of company products and standard operating procedures, as well as compliance with regulatory, legal, financial, and other company policies. In addition to standard COS responsibilities, the Senior COS assists with outside-the-US (OUS) orders and case documentation, clinical study supply orders, and maintaining documented work instructions.

The role interfaces with patients, caregivers, providers, and colleagues in a patient, professional, and courteous manner. It provides customer feedback in accordance with company policies and procedures and helps monitor customer-service performance. The specialist supports customer inquiries, orders, documentation, coordination between Sales and other teams, and the order-to-cash process.

The position requires a BA/BS and 1–2 years of customer service experience. The posting states that the selected candidate will be eligible to participate in company employee benefit plans. Applicants must be authorized to work for any US employer; the company cannot sponsor or assume responsibility for employment visa or work authorization.

Requirements

• Bachelor of Arts or Bachelor of Science degree required.
• 1–2 years of customer service experience.
• Excellent customer-service skills, including strong follow-through and attention to detail.
• Excellent oral and written communication skills, with patience, courtesy, and professionalism.
• Ability to apply adult learning principles and adapt training methods to individual learning styles.
• Ability to think independently, multitask, and manage varied issues, including situations without established processes.
• Proactive and innovative approach to monitoring trends and proposing process improvements and efficiencies.
• Intermediate computer skills, including Microsoft Office, internet, CRM, cloud-based platforms, proprietary systems, and telephonic systems.
• Strong problem-solving skills and sound judgment in identifying and escalating issues.
• Well-developed organizational, interpersonal, and time-management skills.
• Ability to work independently and as part of a team.
• Demonstrated leadership in a supportive role, including providing relevant, constructive feedback to guide team-member performance and serving as an advisor to peers.
• Ability to work later hours when needed for Western region team coverage at month- or quarter-end.
• Authorization to work for any employer in the United States; the company is unable to sponsor or assume responsibility for employment visa or work authorization.
• Ability to meet the physical requirements listed: standing 10% of the time, sitting 90%, walking/bending/stooping 10%, and lifting 5 to 10 pounds.

Nice To Haves

• 1–2 years of experience in the life sciences or healthcare industry.
• 1–2 years of direct experience with patients and healthcare professionals.
• Neuroscience knowledge and understanding of medical terminology.
• 1–2 years of leadership experience in a mentor-type role.

Responsibilities

• Respond promptly and professionally to internal and external customer inquiries by phone and email, using sound judgment in handling communications.
• Meet departmental and individual call-service-level KPIs and manage call volume and competing priorities.
• Resolve inbound customer inquiries through completion and appropriately handle escalated issues.
• Triage calls to Technical, Clinical, and Medical Operations teams.
• Record clinical, medical, complaint, and feedback cases accurately and thoroughly for follow-up and reporting.
• Serve as a liaison between Sales and cross-functional teams to ensure follow-through on customer interactions and support needs.
• Build relationships with regional customers, support a best-in-class customer experience, and serve as the Voice of Customer.
• Collaborate with regional Sales team members and support activities to close new capital sales orders.
• Support order-to-cash activities, including quote preparation, document collection, scheduling, logistics, and revenue recognition.
• Use the ERP system for order entry, account updates, and activity documentation.
• Place capital equipment and consumable orders and process related refunds accurately, following procedures and approval requirements.
• Navigate ERP, CRM, and other proprietary platforms.
• Follow policies and procedures to ensure accuracy and consistency.
• Assist with clinical study orders and account management.
• Assist with OUS supply orders and maintain OUS records.
• Maintain documented work instructions and support OUS order and case documentation.
• Provide relevant and constructive feedback to team members and serve as a peer advisor.
• Work later hours when needed to provide coverage and support for Western region COS team members at month- or quarter-end.
• Perform other duties as needed or required.

Benefits

• Health insurance.
• Dental insurance.
• Vision insurance.
• Optional supplemental medical insurance.
• Health savings and flexible spending accounts.
• Company-paid life insurance and additional voluntary life insurance.
• Company-paid short-term disability and long-term disability insurance.
• Participation in a 401(k) savings and investment plan with company contribution.
• Paid time off for non-exempt salaried employees, accrued as vacation and personal time per pay period.
• Flex-PTO for full-time exempt employees, without accrual.
• Paid sick leave if applicable and required under state law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior