Customer Service Representative

Summary

Join SI-BONE, a leading medical device company, as a Customer Service Representative! This remote-friendly position offers a competitive salary and bonus structure. You will manage order processing, field requests, and maintain customer databases using QAD ERP and CRM systems. Strong communication and relationship-building skills are essential, along with the ability to multitask in a fast-paced environment. Experience in the medical device industry is preferred. This role requires a high school diploma, some college, and 3+ years of experience. SI-BONE offers a supportive team environment and opportunities for professional growth.

Requirements

• High School graduate with some college level work completed and minimum of 3 years of experience
• Computer skills: MS Excel, QAD, Salesforce CRM
• Ability to multi-task in a fast-paced environment
• Excellent communication, both orally and in writing
• Excellent personnel management and time management
• Take initiative to meet deadlines and to work with minimal supervision
• Ability to appropriately adjust priorities independently
• Interpret and apply policies and procedures appropriately

Responsibilities

• Update information in QAD ERP and CRM systems
• Manage all order processing activities
• Be responsive to all field requests, providing a “one stop shop” for all field operations needs
• Ensure that deliveries are made in line with the surgery schedule
• Perform all duties in compliance with all applicable worldwide regulatory requirements as included in the scope of the SI-BONE Quality Manual
• Act and conduct company business in an honest, ethical and strictly legal manner, complying with the Code of Conduct, other company policies, the AdvaMed Code and all applicable laws and regulations
• Report any suspected violations of laws, regulations, the Code or any other Company policy, and all other suspected unethical behavior
• Have strong relationship building skills to be able to integrate into a demanding sales organization
• Ensure that orders are managed consistent with Sales priorities and communicate order status
• Prioritize daily workload to ensure all requests are processed in a timely manner
• Multitask and concentrate amid distractions ensuring daily tasks are completed
• Manage customer database within the QAD ERP and CRM systems
• Assist in other areas of the business as needed
• Support the SI-BONE Quality System
• Evaluate the fulfillment needs of the sales force and operate independently to ensure those needs are met
• Work with multiple departments and sales areas to ensure on time and accurate order fulfillment
• Maintain direct contact with sales team throughout the entire surgery transaction to ensure that fulfillment is met on the front end and that ordered items are appropriately assigned to the next transaction
• Support sales team by developing and maintaining positive customer relations with internal and external clients/customers
• Resolve unexpected scheduling and shipping issues to ensure proper order fulfillment

Preferred Qualifications

• APICS certification
• Medical device industry experience

Benefits

• Salary range: $50,000- $70,000
• Bonus
• Stock