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Customer Service Specialist - Pleasanton, CA

2 weeks, 3 days ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
NetSuite Salesforce
Apply Now
Calyxo

Calyxo

Calyxo is dedicated to enhancing the treatment of kidney stones through its innovative CVAC System, which combines multiple advanced techniques into a single, minimally invasive procedure for effective stone clearance.

Health Care Providers & Services
11-50
Founded 2016
$47M raised
View All Jobs 12

Description

  • Serve as the primary liaison between customers, sales, and cross-functional departments to support order fulfillment and service resolution.
  • Manage customer orders, open order status, and related workflow issues including delivery blocks, billing blocks, and incomplete orders.
  • Generate weekly reports for sales on open billable orders and monthly reports for leadership on trunk stock reconciliation performance.
  • Collaborate with Customer, Sales, Legal, Finance, 3PL, and supply chain teams to support new account setup and order execution.
  • Maintain customer equipment records, support upgrade activities, and coordinate equipment evaluation shipments, returns, and purchase conversions.
  • Investigate and process credits, debits, and returned goods authorizations in a timely manner.
  • Facilitate trunk stock requests, monthly trunk stock audits, and reconciliation with sales.
  • Respond to customer calls and emails professionally, document interactions, and ensure timely follow-up.
  • Maintain accurate documentation of order delays, changes, inquiries, requests, and feedback in accordance with standard operating procedures.
  • Identify process changes and improvement opportunities with Customer Service Management and escalate issues as needed.

Requirements

  • High school diploma required.
  • Minimum 5 years of experience in a customer service role or an equivalent combination of education and experience.
  • Medical device experience required.
  • Remote work location on the West Coast.
  • Ability to travel 10%.
  • Full-time employment availability.
  • Excellent interpersonal and phone etiquette skills.
  • Strong attention to detail, multitasking ability, and the ability to work in a fast-paced environment.
  • Problem-solving, follow-up, planning, and organizational skills, including the ability to meet deadlines.
  • Ability to work independently and as part of a team with effective time management.
  • Proficiency with typing and Microsoft Word, Excel, Outlook, and Teams.
  • Ability to learn quickly and adapt to new technologies and applications.
  • Netsuite, Salesforce, and QuickBooks experience preferred.
  • Ability to work at a computer workstation for extended periods of time.
  • Legal authorization to work in the United States and compliance with required vaccination rules.

Benefits

  • Competitive hourly rate of $28.46 to $33.65 plus a variable incentive plan.
  • Stock options with ownership in the company.
  • Employee benefits package including 401(k), healthcare insurance, and paid vacation.
  • Opportunity to work in a diverse, high-achieving, and experienced team environment.
  • Opportunity for continuous learning and professional growth.
  • Chance to help shape company culture at a mission-driven medical device company.

Interested in this position?

Apply directly on the company website

Apply Now

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