Temporary Customer Service and Inside Sales Representative

ImpediMed•Carlsbad, CA

About The Position

The Temporary Customer Service and Inside Sales Representative will be responsible for supporting order fulfillment and logistics processes by engaging with customers and internal teams to ensure accurate and timely processing of domestic and international orders, returns, and shipments. Communicate effectively with colleagues and customers via email, phone, and in person when necessary to understand needs, resolve issues, and ensure a smooth sales order experience. Provides recommendations related to sales orders, extensions, agreements, and logistics that align with ImpediMed’s strategic direction. Supports the organization and tracking of new orders, license renewals, and cancellations while ensuring effective collaboration with internal teams and service providers to ensure customer satisfaction. This is a temporary position to provide coverage during an employee's leave of absence for approximately three months in duration.

Requirements

Must have a working knowledge of Microsoft Dynamics 365, including the ability to use Microsoft Outlook.
Experience with ERP System’s like (Netsuite) is preferred.
Must be able to work collaboratively with all levels of employees throughout the world.
Ability to work independently and balance multiple priorities in a fast-paced FDA regulated environment.
Ability to focus on meeting and exceeding customer requirements by quickly diagnosing and resolving customer situations.
Proven inside sales experience.
Excellent verbal communication and telephone skills are required, including the ability to actively listen, effectively present information to customers, clients, and other employees of the organization.
Initiative-taker with a strong diligence and ability to prioritize work and meet deadlines in a multi-tasking environment.
Must have excellent follow-through and organizational skills.
Ability to work on challenges of moderate scope, using judgment and initiative to resolve problems and make recommendations.
Ability to complete routine tasks and new assignments with general instruction.
Must understand, follow, and comply with regulatory requirements as applicable to various processes. An understanding of FDA Quality System Regulations and ISO Standards (ISO 13485) is required.
Must possess a thorough understanding of work-related standards and regulations, including but not limited to Standard Operating Procedures (SOPs) and Quality System Regulations (QSRs), both US and international.
Strong organization and planning skills with diligence and accuracy.
Minimum of five years’ related experience in customer service, inside sales, or business.
High school diploma or general education degree (GED), or equivalent combination of education and experience.
Ability to apply common sense understanding to conduct detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to calculate figures and amounts.

Nice To Haves

Previous knowledge of the medical device industry, FDA Quality System Regulations, and/or ISO Standards is a plus.

Responsibilities

Proactively prioritize customer needs and consistently deliver excellent customer experience.
Create, track, and maintain customer accounts within NetSuite and CRM.
Enter and manage sales orders, ensuring customers are kept informed of order and shipment status for ImpediMed Limited and ImpediMed Inc.
Review customer purchase orders for accuracy, confirming pricing, product details, and delivery expectations. Assist in review of agreements and extension documents and assist the finance department as required
Respond to international (OUS) inbound LEGACY product leads, prepare quotes, and follow up to drive opportunities through to close.
Collaborate regularly with the sales team to support order processing, review of agreements as necessary and customer communication.
Respond to customer inquiries and emails, providing accurate information or routing requests to the appropriate team as needed.
Communicate with customers to provide shipment updates or request additional information needed for order completion.
Coordinate international shipping documentation to ensure compliance and timely delivery.
Coordinate with shipping carriers and customs to resolve logistics issues and ensure timely delivery.
Work with Technical Support to initiate Return Authorizations (RAs), manage return shipments, and ensure proper handling of repaired or inventoried items per company policy.
Support administrative tasks such as shared phone coverage, document management, and cross-functional coordination.
Conduct research and retrieve historical data to support VP Key Accounts and sales initiatives, including license fee extensions when requested.
Obtain freight quotes as needed for accurate order tracking and cost-effective delivery.
Maintain accurate records and data integrity within NetSuite and CRM through updates, cleanup, and verification.
Coordinate with the fulfillment center to monitor order status, inventory delivery/receipts, and shipping notifications.
Attend daily and weekly team meetings to review workload, discuss customer service priorities, and support regional and international sales activities.
Manage and follow up on Return Authorizations, coordinating with Mendtronix and updating CRM and NetSuite records accordingly.
Investigate CRM account relationships (parent/child structures), update opportunities, and installations, and maintain contract documentation.