Elucent Medical, Inc.
Job Title:
Customer Service Support Specialist
Department:
Sales
Reports to:
Sales Operations Manager
Work Location:
In-Person
Pay Range:
$65,000.00
Position Type and Expected Hours of Work:
Full-Time, Monday-Friday, 40 hours/week
About Elucent Medical:
Elucent Medical is a medical device company focused on developing surgical navigation technologies, particularly for cancer surgery, to improve patient outcomes through precision and efficacy. The company's solutions are designed to transform traditional surgical instruments into "smart" tools, enhancing surgical precision and patient outcomes.
Job Summary:
The Customer Service Support Specialist will play a key role in monitoring active clinical cases and providing timely support and guidance to customers. This position is responsible for recording customer interactions, comments, and complaints, as well as processing orders and managing inventory. Strong communication skills are essential, along with maintaining the integrity of internal systems. The specialist will also support sales and field team members by performing remote service tasks, including scheduled software updates and account management. Responsibilities include proactively notifying the sales team of customer product levels and upcoming service renewals, overseeing equipment requests, managing the logistics of system shipments, and serving as a reliable source of information and assistance to both customers and internal teams.
This is an exciting opportunity to join a successful and high-functioning team with a rapidly growing customer base. Our customer support specialists are a cornerstone within the organization.
Supervisory Responsibilities:
None.
Job Responsibilities:
Customers
Assist and support growth and expansion of customer base in a fast-scaling industry.
Monitor and support active customer cases, being a first responder for all questions and communications to resolve technical or general questions.
Maintain records via internal systems, process purchase orders, shipping / logistics of systems and products.
Sales
Identify and respond attentively and effectively to customer needs.
Oversee product and equipment requests and provide ongoing support to field.
Services
Maintain integrity of internal systems (Salesforce, Fishbowl).
Process RMAs and general materials processes.
Qualifications
Education and Experience:
1 year of Customer Service experience required
Bachelor's degree (BA) highly preferred
High level of troubleshooting experience preferred
ERP/CRM (Salesforce) experience preferred
Medical Device/Industry experience preferred
Startup, small business experience preferred
Required Skills/Abilities:
Positive, constructive communication skills
Ability to navigate ERP and CRM databases
Comfort and speed in familiarizing oneself with new technologies and processes
Ability to remain calm and professional in intense situations
Strong commitment to satisfying customer needs
Self-starter with experience in developing or improving processes
Physical Requirements / Work Conditions:
This position operates in a professional office setting
Standard business hours, Monday through Friday
Ability to lift up to 20 pounds, occasionally
Occasional travel required
Elucent Medical Benefits, Culture and Work Environment
At Elucent Medical, we prioritize our employees' well-being by providing comprehensive benefits including comprehensive health insurance, a generous retirement savings plan with company matching, flexible work arrangements, generous paid time off, and ongoing professional development opportunities, ensuring a fulfilling and balanced work life.
Fulltime Employees are provided:
401(k)
401(k) matching (4%)
Dental insurance
Health insurance
Vision insurance
Paid Holidays
Paid Vacation Days
Paid Sick Days
Short Term Disability
Long Term Disability
Life Insurance
Pet Insurance
Employee Assistance Programs
Affirmative Action / EEO Statement
Elucent Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Customer Service Support Specialist
Department:
Sales
Reports to:
Sales Operations Manager
Work Location:
In-Person
Pay Range:
$65,000.00
Position Type and Expected Hours of Work:
Full-Time, Monday-Friday, 40 hours/week
About Elucent Medical:
Elucent Medical is a medical device company focused on developing surgical navigation technologies, particularly for cancer surgery, to improve patient outcomes through precision and efficacy. The company's solutions are designed to transform traditional surgical instruments into "smart" tools, enhancing surgical precision and patient outcomes.
Job Summary:
The Customer Service Support Specialist will play a key role in monitoring active clinical cases and providing timely support and guidance to customers. This position is responsible for recording customer interactions, comments, and complaints, as well as processing orders and managing inventory. Strong communication skills are essential, along with maintaining the integrity of internal systems. The specialist will also support sales and field team members by performing remote service tasks, including scheduled software updates and account management. Responsibilities include proactively notifying the sales team of customer product levels and upcoming service renewals, overseeing equipment requests, managing the logistics of system shipments, and serving as a reliable source of information and assistance to both customers and internal teams.
This is an exciting opportunity to join a successful and high-functioning team with a rapidly growing customer base. Our customer support specialists are a cornerstone within the organization.
Supervisory Responsibilities:
None.
Job Responsibilities:
Customers
Assist and support growth and expansion of customer base in a fast-scaling industry.
Monitor and support active customer cases, being a first responder for all questions and communications to resolve technical or general questions.
Maintain records via internal systems, process purchase orders, shipping / logistics of systems and products.
Sales
Identify and respond attentively and effectively to customer needs.
Oversee product and equipment requests and provide ongoing support to field.
Services
Maintain integrity of internal systems (Salesforce, Fishbowl).
Process RMAs and general materials processes.
Qualifications
Education and Experience:
1 year of Customer Service experience required
Bachelor's degree (BA) highly preferred
High level of troubleshooting experience preferred
ERP/CRM (Salesforce) experience preferred
Medical Device/Industry experience preferred
Startup, small business experience preferred
Required Skills/Abilities:
Positive, constructive communication skills
Ability to navigate ERP and CRM databases
Comfort and speed in familiarizing oneself with new technologies and processes
Ability to remain calm and professional in intense situations
Strong commitment to satisfying customer needs
Self-starter with experience in developing or improving processes
Physical Requirements / Work Conditions:
This position operates in a professional office setting
Standard business hours, Monday through Friday
Ability to lift up to 20 pounds, occasionally
Occasional travel required
Elucent Medical Benefits, Culture and Work Environment
At Elucent Medical, we prioritize our employees' well-being by providing comprehensive benefits including comprehensive health insurance, a generous retirement savings plan with company matching, flexible work arrangements, generous paid time off, and ongoing professional development opportunities, ensuring a fulfilling and balanced work life.
Fulltime Employees are provided:
401(k)
401(k) matching (4%)
Dental insurance
Health insurance
Vision insurance
Paid Holidays
Paid Vacation Days
Paid Sick Days
Short Term Disability
Long Term Disability
Life Insurance
Pet Insurance
Employee Assistance Programs
Affirmative Action / EEO Statement
Elucent Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.