Customer Success, Logistics Support, and Administrative Specialist

Corporate
Posted 3 weeks ago

Job Summary

The Customer Success and Logistic Support Specialist reports to the Vice President-Products and is primarily responsible for ensuring total customer satisfaction by overseeing the order receipt and fulfillment processes, along with fielding in-bound customer service calls and emails.

 

The role involves receiving and processing orders, handling shipping/receiving and related documentation, ensure quality labeling (correct dates, lot codes, neat labeling), and to optimize inventory readiness and order fulfillment to ensure maximum sales and customer satisfaction can be realized.

 

This role requires someone who cares about the little details, who is interested in understanding what it takes to run a successful medical device company. You will see how it all comes together through your interaction with the operations, marketing, and sales teams.

 

Responsibilities

  • Follow-up on leads generated outside of existing territories with phone calls and emails
  • Manages the order fulfillment process including order entry, administration, and shipping
  • Utilizes our e-commerce site(s) and our B2B portal to generate packing slips and shipping labels
  • Sets daily priorities with respect to fulfillment activities
  • Demonstrates time management skills as he/she adjusts activities based on the needs of the day
  • Maintains weekly and monthly reports tracking sales and order fulfillment success
  • Oversees the order tracking process and ensures orders are processed in accordance with the organization’s customer service standards
  • Transmits tracking information to customers
  • Responds to customer’s queries on orders, resolves shipment issues
  • Serves as front line with customers
    • Fields customer support calls and emails, and either directly addresses questions/concerns or forwards to the appropriate team member within the company
    • Conduct follow-up calls with customers to ensure that the service met their needs and respond to any other questions or issues
  • Make outbound calls to current customers to confirm receipt of product shipments, inquire on plans for next order
  • Supporting sales team with follow-up phone calls from conferences including handling sample requests, information and clinical material, or just to answer questions
  • Sends invoices to customers after shipments are sent
  • Collects and concatenates sales tracing information on a monthly basis for computation of sales commissions
  • Conducts regular assessments of inventory levels for raw materials, finished goods, and shipping supplies
  • Assembly of sample kits for shipping to prospective customers
  • Attends and contributes to team meetings weekly
  • Provides administrative support to CEO with inbox and calendar as needed
  • Additional duties, as assigned

Qualifications, Experience, and Skills

  • Great attention to detail
  • Prefer previous experience in customer service and/or fulfillment
  • Must possess good interpersonal and written and verbal communication skills
  • Basic computer skills, experience with Microsoft Office (esp. Excel) is required
  • Previous experience with inventory, fulfillment, and CRM software preferred
  • Able to move swiftly from one task to another as priorities change
  • Strong organizational skills
  • Timely, appropriate customer communication
  • Resourcefulness and sound problem-solving abilities
  • Demonstrable affinity for technology is strongly preferred
  • Ability to work well in a team environment & demonstrate respect for co-workers
  • Must be able to perform physical labor (standing, lifting up to 30 lbs regularly)
  • Must have car or way to get to work
  • High school diploma required; Associate or Bachelors degree preferred

 

How to apply:

We are a young company that that is agile and nimble. That means you have opportunity to give input and make a difference to how we do things. A “roll up your sleeves and get it done” attitude does well in meeting the challenges of our fast-growing company. Imbed Biosciences Inc. offers a creative and collaborative work environment, with excellent benefits and a casual culture.

 

To be considered, email your resume with a cover letter to jdalsin@imbedbio.com.

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