Customer Service Specialist - Pleasanton, CA

5 hours, 36 minutes ago
Full-time
Senior
Customer and Technical Support
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

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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