Sr. Customer Service Specialist

Instylla • Bedford, MA

2d

About The Position

Instylla, Inc. is a privately held medical device company based in Bedford, MA, focused on developing novel resorbable embolic agents to advance interventional radiology, with initial clinical applications in interventional oncology. Instylla was founded in 2017 by Incept LLC and is funded by several leading venture capital groups. The company’s flagship product, Embrace™ Hydrogel Embolic System, is FDA-approved for hypervascular tumor embolization and offers controlled, targeted, and persistent embolization.

Requirements

• 6+ years customer service experience required
• Proficiency with Microsoft Office required

Nice To Haves

• Associates Degree or higher is preferred
• Experience in medical device preferred
• QAD preferred
• Strong relationship building skills
• Excellent oral and written communication skills
• Highly reliable and responsive to requests in a timely manner
• Strong organization skills and attention to detail
• Ability to multitask with a high sense of urgency
• Ability to work independently and across different departments within the organization as required to ensure timely shipment of orders
• Problem solver

Responsibilities

• Process and manage sales orders, ensuring accuracy, completeness, and timely execution, including order entry, pricing validation, and coordination with Sales Operations, Quality and Finance to ensure successful execution of the order-to-cash process.
• Drive process improvement and shape the customer service model
• Maintain accurate, complete, and compliant documentation of orders and related customer activities in accordance with company quality system procedures to support financial integrity and audit requirements.
• Maintain in-depth knowledge of product lines, pricing, shipping terms, and delivery timelines to effectively support customers and the commercial team.
• Support customers and internal commercial team with requests for product, VAC, pricing, and other customer-related information.
• Document customer complaints, returns, and RMA requests in partnership with Sales and Quality teams ensuring proper approvals, product traceability, and timely credit processing in accordance with company quality system procedures.
• Assist in the monitoring of customer service metrics and identify process improvements to enhance service quality, compliance, and operational efficiency.
• Provide backup support for accounts payable processing and other Finance/G&A responsibilities as required.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees