Recor Medical
Senior Customer Support Specialist
at
Recor Medical
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.
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 and ensuring a 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.
Maintaining and updating data in CRM and ERP systems.
Answering incoming calls via the customer service call queue.
Coordinating vendor onboarding for new customers.
Working 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.
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.
1-3 years experience managing field inventory.
Knowledge of QAD or NetSuite ERP system (recommended).
Self‑starter with strong problem‑solving abilities.
Able to lead with a quality of listening that includes diplomatic verbal and written communication skills.
Organized and able to work in a fast‑paced environment, managing multiple tasks through prioritization.
Knowledge of Salesforce and 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.
Attention to detail and data entry accuracy.
Demonstrate best‑in‑class etiquette in all forms of communication.
Salary 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.
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.
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at
Recor Medical
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.
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 and ensuring a 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.
Maintaining and updating data in CRM and ERP systems.
Answering incoming calls via the customer service call queue.
Coordinating vendor onboarding for new customers.
Working 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.
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.
1-3 years experience managing field inventory.
Knowledge of QAD or NetSuite ERP system (recommended).
Self‑starter with strong problem‑solving abilities.
Able to lead with a quality of listening that includes diplomatic verbal and written communication skills.
Organized and able to work in a fast‑paced environment, managing multiple tasks through prioritization.
Knowledge of Salesforce and 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.
Attention to detail and data entry accuracy.
Demonstrate best‑in‑class etiquette in all forms of communication.
Salary 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.
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.
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