Customer Service Representative (Medical Device Supply Chain)

Saluda Medical is a commercial-stage medical device company focused on developing treatments for chronic neurological conditions using its novel closed-loop neuromodulation platform. The company’s proprietary technology senses and measures neural responses to stimulation and automatically adjusts therapy based on real-time neurophysiological feedback.

Saluda Medical’s first product, the Evoke® System, is designed to deliver known, consistent, and personalized spinal cord stimulation therapy by objectively measuring neural responses and maintaining therapy within a prescribed therapeutic window. Saluda Medical is headquartered in Minneapolis, Minnesota.

At Saluda, we challenge boundaries. We innovate and think beyond the conventional. Our focus is to revolutionize the standard of care in neuromodulation to positively impact patient’s lives.

Due to exciting increased growth, we are seeking a dynamic individual to join our team as a Customer Service Representative. The Customer Service Representative serves as a primary point of contact for both customers and Saluda field employees. This pivotal role involves managing customer data, overseeing sales order processing, coordinating deliveries, and ensuring optimal field inventory levels.

What You'll Do:

• Delivering expert, friendly, and attentive customer service.
• Evaluating and addressing customer service concerns promptly and effectively.

• Handling customer inquiries via phone and email with efficiency and professionalism.
• Collaborating closely with the Logistics/Warehouse team to ensure timely and professional resolution of customer inquiries.
• Monitor inventory levels and case need on a per-order basis to ensure appropriate fulfillment and timely delivery.
• Coordinating with transport, courier, and mail services as needed.
• Effectively troubleshooting issues and providing optimal solutions to customer concerns.
• Managing and updating customer data in QAD.
• Inputting and managing order details in QAD.
• Providing backup assistance to Customer Service and warehouse colleagues
• Supporting the Finance team with invoicing processes.
• Providing backup assistance to global Customer Service colleagues.
• Contributing to special projects and performing additional duties as assigned.
• Processing warehouse requests Outgoing.
• Process inventory receipts and transactions in system.

• Processing field returns.

• Prepping of products for sterilization.
• Ensure adherence to all quality regulations.
• Ability to stand for long periods of time, sit for long periods of time, and lift 40 lbs
• Ability to work until 7 pm.

What You'll Bring:

• 2+ years of proven experience in a Customer Service role.
• Bachelor’s degree.
• Experience in the medical device industry or a regulated field.
• Ability to identify and implement process improvements to enhance Customer Service efficiency.
• Eagerness to expand responsibilities and grow within the Supply Chain organization.
• Demonstrated commitment to providing exceptional customer service.
• Professional and courteous phone etiquette.
• Excellent communication and negotiation abilities, with a knack for resolving conflicts.
• Proficiency in administrative tasks including word processing, data entry, and filing.
• Familiarity with ERP and Customer Management systems such as QAD, Salesforce, or similar.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and adept at using databases and online systems.
• Ability to effectively manage multiple priorities.
• Capable of working independently or collaboratively within a team.
• Reliable with a strong work ethic and enthusiasm for the role.

Our Core Values:

• People - Our first responsibility is to the patients we serve
• Integrity - Do the right thing
• Pioneering - Lead Boldly, Change Lives, Disrupt the Status-Quo
• Performance - Win together - Deliver with Excellence

Saluda Medical embraces diversity and equal opportunity. We are committed to building a team representative of a variety of backgrounds, perspectives and skills. We believe people are the source of our inspiration and innovation.

Saluda Medical does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Saluda Medical’s approved agency list. Unsolicited resumes or candidate information submitted to Saluda Medical by search/recruiting agencies not already on Saluda Medical’s approved agency list shall become the property of Saluda Medical.