Senior Customer Service Specialist (Hybrid)
About The Position
The Senior Customer Service Specialist plays a critical role in delivering exceptional service, building strong customer relationships, and supporting customer satisfaction and loyalty at Mobia Medical. The position serves as a key point of contact for internal and external customers, managing inquiries, coordinating order fulfillment, resolving issues, and ensuring timely and accurate communication. The role calls for a detail-oriented, adaptable, proactive communicator with a strong understanding of customer service, sales operations, and quality processes in the medical device industry. This is a hybrid position requiring at least two days per week onsite at the Fridley, Minnesota facility, with the flexibility to work remotely for the remainder of the week. The role also involves domestic travel approximately two to three times per year.
Requirements
- Previous customer service experience within the medical device industry.
- Bachelor's degree and a minimum of three years of relevant customer service experience, or an equivalent combination of education and experience.
- Working knowledge of FDA regulations and quality requirements applicable to the medical device industry.
- Excellent verbal and written communication skills and the ability to interact professionally and effectively with internal and external stakeholders.
- Proficiency in Salesforce, Microsoft Office applications, and Excel.
- Experience working with an Enterprise Resource Planning (ERP) system.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities effectively.
- Reliability, integrity, accountability, and a strong work ethic.
- Ability to maintain a positive, solutions-oriented approach in a fast-paced environment.
- Proactive problem-solving skills and ability to work independently and collaboratively.
- Ability to travel domestically approximately two to three times per year.
Nice To Haves
- Experience with NetSuite ERP software.
- Experience supporting contract administration or contract-related processes.
- Advanced Excel skills, including data analysis and reporting.
Responsibilities
- Serve as a primary point of contact for internal and external customers, providing timely, accurate, and professional support.
- Receive, process, and confirm customer orders submitted by email or telephone, ensuring accuracy and timely fulfillment.
- Coordinate with the Distribution Center on order processing, shipment scheduling, and product delivery.
- Respond to product-related inquiries about pricing, availability, catalogs, and MRI compatibility.
- Identify, document, and escalate product quality complaints according to established quality procedures; support product returns and related processes as needed.
- Investigate and resolve shipping discrepancies, freight issues, carrier concerns, and other order-related challenges.
- Assist with urgent customer requests by coordinating with appropriate internal teams and field personnel.
- Collaborate with Sales, Marketing, Engineering, Distribution, Quality, and other departments to address customer needs and deliver solutions.
- Maintain accurate field inventory records and follow established inventory management procedures.
- Monitor and coordinate inventory movement among the Distribution Center, field personnel, and customer locations.
- Partner with Sales and Commercial Operations to support inventory availability and adequate product coverage for scheduled procedures.
- Maintain working knowledge of company products, inventory processes, and applicable policies and procedures.
- Collaborate with Engineering, Marketing, Clinical, Finance, and Commercial Operations on inventory-related initiatives and operational improvements.
- Maintain and monitor data accuracy and integrity in Salesforce and other applicable business systems.
- Review field and customer inventory levels to identify potential shortages, discrepancies, or opportunities for improvement.
- Use reporting tools and data analysis to support inventory visibility, order accuracy, and operational efficiency.
- Identify opportunities to streamline processes, improve customer service, and enhance operational effectiveness.
- Recommend and implement best practices as part of a culture of continuous improvement.
Benefits
- Medical, dental, and vision plans.
- Flexible spending account (FSA).
- Company 401(k) plan with company matching.
- Unlimited paid time off (PTO).
- Approximately 18 paid company holidays per year.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
