Senior Customer Support Specialist

At Recor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise™ uRDN System, we’re on a mission to provide the millions of people who suffer from hypertension with a non-drug and minimally invasive option to lower their blood pressure. Join us on our journey and make a meaningful impact on the lives of people around the globe.

At ReCor Medical, we are pioneering Ultrasound Renal Denervation (uRDN) therapy to treat hypertension, the leading cardiovascular risk factor in the world. With our Paradise™ uRDN System, we’re on a mission to provide the millions of people who suffer from hypertension with a non-drug, minimally invasive option to lower their blood pressure. Join us and make a meaningful impact on lives across the globe.

Position Summary:

The Senior Customer Support Specialist plays a critical role in delivering exceptional customer service every day.   

This position is responsible for managing the customer support inbox, processing orders, managing field inventory, and ensuring smooth communication with internal and external customer needs.

Responsibilities:

• Triaging the customer support inbox, ensuring prompt reply to customer queries via email, live chat, and phone.

• Immediately escalating serious complaints or issues to management.

• Complete ownership of Field Inventory management.

• Processing customer orders accurately and efficiently

• Maintain and update data in CRM and ERP systems

• Answering incoming calls via the CS call queue.

• Coordinate Vendor onboarding for new customers.

• Liaising with colleagues or managers to find the best solutions to customers’ issues.

• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

• Maintaining a polite, helpful, and professional manner at all times.

• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

• Familiarizing yourself with new products and services as they are introduced.

• Attending workshops and meetings as required.

• Providing training to new customer service agents.

• Respecting client confidentiality at all times.

Requirements:

• 3-5 years Medical Device Customer Service Experience with increased responsibility Required

• 1-3 years field inventory management experience.

• Knowledge of QAD or NetSuite ERP system reccommended

• Self-Starter with strong problem solving abilities

• Able to lead with a quality of listening that includes diplomatic verbal and written communication skills.

• An organized individual, able to work in a fast-paced environment and comfortable with managing multiple tasks through prioritization.

• Knowledge of Salesforce and SDFC Service Cloud preferred.

• Able to interact with customers and sales representatives to address delicate situations in a professional manner.

• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.

• Attention to detail; data entry accuracy.

• Demonstrate best in class etiquette in all forms of communication.

Salary Range: $64,500- $86,000 (Annual Base Salary)

The successful candidate's starting base pay will be determined based on job-related skills, experience, qualifications, work location and market conditions. The expected base pay range for this role may be modified based on market conditions. 

Equal Employment Opportunity
At Recor Medical, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.

Respecting your privacy is an essential part of the Company’s privacy program and we are committed to the proper handling of Personal Information collected or processed in connection with an Applicant’s application for employment, a Contract Worker’s work, or a Former Employee’s employment at Recor. Refer to our