Senior Customer Support Specialist

Recor Medical

45d•Remote

About The Position

At Recor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise™ uRDN System, we're on a mission to provide the millions of people who suffer from hypertension with a non-drug and minimally invasive option to lower their blood pressure. Join us on our journey and make a meaningful impact on the lives of people around the globe. At ReCor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise™ uRDN System, we're on a mission to provide the millions of people who suffer from hypertension with a non-drug, minimally invasive option to lower their blood pressure. Join us and make a meaningful impact on lives across the globe. Position Summary: The Senior Customer Support Specialist plays a critical role in delivering exceptional customer service every day. This position is responsible for managing the customer support inbox, processing orders, managing field inventory, and ensuring smooth communication with internal and external customer needs.

Requirements

3-5 years Medical Device Customer Service Experience with increased responsibility Required
1-3 years field inventory management experience.
Knowledge of QAD or NetSuite ERP system reccommended
Self-Starter with strong problem solving abilities
Able to lead with a quality of listening that includes diplomatic verbal and written communication skills.
An organized individual, able to work in a fast-paced environment and comfortable with managing multiple tasks through prioritization.
Knowledge of Salesforce and SDFC Service Cloud preferred.
Able to interact with customers and sales representatives to address delicate situations in a professional manner.
Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
Attention to detail; data entry accuracy.
Demonstrate best in class etiquette in all forms of communication.

Responsibilities

Triaging the customer support inbox, ensuring prompt reply to customer queries via email, live chat, and phone.
Immediately escalating serious complaints or issues to management.
Complete ownership of Field Inventory management.
Processing customer orders accurately and efficiently
Maintain and update data in CRM and ERP systems
Answering incoming calls via the CS call queue.
Coordinate Vendor onboarding for new customers.
Liaising with colleagues or managers to find the best solutions to customers' issues.
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Maintaining a polite, helpful, and professional manner at all times.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
Familiarizing yourself with new products and services as they are introduced.
Attending workshops and meetings as required.
Providing training to new customer service agents.
Respecting client confidentiality at all times.