Customer Care Specialist

Company: Privately held medical device company with great company culture and excellent benefits seeking part time support for its growing team.

Hours/Schedule: Mostly on-site while training/meeting the team and thereafter, the ability to work remotely part of the time

Job Type: Direct hire

Location Requirements: Hybrid with on-site work in Billerica, MA

Rate: $52K plus excellent benefits

Job Description:  The Customer Care Specialist is accountable to the Manager, Customer Care.  Additionally, this individual will also provide support to both the VP heading International & Medical Device Business, as well as the Director of Marketing and Clinical Affairs, in a matrix management situation.  The initial expected time split will be approximately 60% Customer Care, 20% Medical Device, 20% Marketing & Clinical. 

The ideal candidate will be proactive, flexible, detail-oriented, and embrace the opportunity to wear many hats in a small company environment.  Strong organizational skills and the ability to switch tasks, while maintaining overall priorities are paramount in this position.  This individual is expected to communicate daily with customers and the field sales organization. 

Responsibilities: 

Customer Care management

• Manage customer inquiries and requests while maintaining a positive and professional attitude.
• Document all customer interactions, following the Company’s policies and procedures, as well as ensure accurate record keeping.
• Daily order entry and invoice processing.
• Generation and distribution of companywide daily sales reports.
• Assist with the transition to a digital office, scanning and digitally filing various records, as needed. 
• Maintain Customer Care records, including various supplemental spreadsheets as requested.
• Assist with returns and customer complaints.
• Create customer accounts, provide quotes and agreements to sales people, as requested.
• Collaborate with team members to address customer needs and improve processes.
• Provide general office support, assisting the Customer Care Manager in the Office Manager component of her role. 

Medical Device & Marketing

• Process marketing material requests (literature, demos, etc).
• Maintain and reorder marketing literature as needed.
• Process business card requests.
• Collaborate with the graphic designer to update the coding guide annually.
• Serve as the main contact for reps needing booth supplies for regional shows.
• Ensure booth materials are well organized and in good condition.
• Manage the Events calendar to keep marketing efforts aligned.
• Coordinate trade show planning for next year, including sales participation, attendee lists, and hotel bookings.
• Monitor the info mailbox and handle or forward emails appropriately.
• Provide administrative support for labs, including ordering food and booking accommodations.
• Maintain and update various product line revenue trackers on a monthly basis, using inputs from sales, the sales portal, and internal contacts.
• Compile and organize a list of international physician contacts from existing emails.
• Other general Sales and Marketing support as may be needed. 

Qualifications:
 

• 3+ years of sales or marketing administration, customer service experience
• QuickBooks Desktop capabilities essential, Manufacturing optional
• Excellent communication skills, particularly phone and email correspondence
• Microsoft Office Suite, with particular emphasis on Excel
• Medical device sector experience desirable
• Experience in a start-up/growth stage environment preferable
• 4-year degree in Business Administration, or other advanced degree desirable.