Customer Care Specialist

Customer Care Specialist Position Description & Role Expectations

Department: Supply Chain
Reports To: VP, Supply Chain & Customer Service
Location: Tampa Bay / Onsite
Employment Type: Contract (with potential for Contract-to-Hire)

Mission of the Role
Delivering end-to-end ownership of customer relationships through disciplined customer management, accurate order execution, proactive communication, and measurable performance standards supporting CardioCommand growth objectives. This role operates in a highly visible, fast-paced environment requiring ownership, adaptability, and strong execution discipline.

Essential Responsibilities

• Quote Management: Coordinate and follow up on customer quotations and inquiries.
• Order Ownership: Enter and monitor customer orders through completion.
• Customer Communication: Support inquiries, product questions, acknowledgements, status updates, and proactive communications.
• Order Visibility & Follow-Up: Review open orders and monitor inventory, production status, and shipment readiness; escalate risks impacting commitments.
• Cross-Functional Coordination: Partner with Production, Supply Chain, Shipping, and Doc Control to support customer commitments.
• Priority Management: Adjust workload based on customer priorities and business needs.
• RMA Coordination: Initiate and coordinate RMAs, manage communications and documentation, and ensure RMAs are tracked and progressed according to expectations.
• Issue Resolution: Escalate concerns early and drive timely resolution.
• Daily Execution Discipline: Maintain required tracking tools and workflows and complete follow-ups with urgency and accountability.
• Business Support: Support revenue opportunities through timely response and visibility.

What Success Looks Like

• Accurate order processing with minimal errors or rework
• Proactive customer communication and order visibility
• Quotes, inquiries, and support requests responded to within expectations
• RMAs and customer issues tracked through completion
• Risks identified and escalated early
• Strong ownership, urgency, adaptability, and follow-through

Skills & Competencies

• Ownership & Accountability
• Execution & Follow-Through
• Attention to Detail
• Prioritization & Time Management
• Systems & Process Discipline
• Professional Communication
• Team & Cross-Functional Collaboration
• Adaptability
• Self-Awareness & Receptiveness to Feedback
• Customer Focus

Qualifications

• High school diploma or equivalent required; Bachelor’s degree in business, communications, or a related field preferred
• 5+ years of customer service, order management, coordination, or related experience in manufacturing, medical device, industrial, or other regulated environments preferred
• Equivalent combinations of education, training, and experience will be considered
• ERP/MRP, QuickBooks, inventory, or order management system experience
• Microsoft Excel, Outlook, and Word proficiency
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

Culture & Team Expectations

• Take ownership and drive responsibilities through completion
• Demonstrate execution, responsiveness, and consistent follow-through
• Adapt quickly to changing priorities and business needs
• Work collaboratively and support team and cross-functional objectives
• Communicate professionally and proactively
• Embrace accountability, feedback, and continuous improvement