Customer Care Specialist

About the role

The Customer Care Specialist establishes and maintains strong, collaborative relationships with Customers, Sales Managers/ Field Clinical Specialists, and other team members. Primary responsibilities include providing operational and sales support to internal and external customers.

Responsibilities

• Educate customers on the Pounce™ Thrombectomy System and DETOUR products, as well as related processes, pricing, and logistics, in a clear and thoughtful manner, ensuring they feel supported, informed, and confident in their decisions.
• Draft customer quotes, establish accounts, and process purchase orders in accordance with company SOPs, maintaining accuracy, transparency, and operational integrity in every interaction.
• Troubleshoot product and service-related issues quickly and effectively, taking ownership of challenges and working collaboratively to ensure timely and effective resolution.
• Document all customer complaints and feedback in alignment with complaint handling procedures and manage the return authorization process with a focus on accountability and continuous improvement.
• Partner with customers to fulfill requirements and ensure Endologix is properly set up as a vendor, removing barriers and enabling seamless business transactions.
• Develop strong proficiency in CRM, ERP, and QMS systems to support accurate data management, efficient workflows, and informed decision-making across the organization.
• Communicate clearly, professionally, and promptly across all channels, ensuring a consistently high level of responsiveness and reliability in customer and internal interactions.
• Build strong rapport with field team members and act as an extension of the sales organization, contributing to shared goals and reinforcing a culture of partnership and mutual success.
• Serve as a primary point of contact for field personnel, providing dependable, high-touch support that enables smooth execution and supports overall commercial effectiveness.
• Deliver proactive sales support that ensures seamless customer experiences while helping the field team achieve quota and drive meaningful business outcomes.
• Manage open orders and provide timely updates to sales and clinical teams, ensuring transparency, alignment, and strong communication throughout the order lifecycle.
• Collaborate with field teams to manage trunk stock, ensuring accurate tracking, reconciliation, and availability to support clinical and commercial needs.
• Provide training and ongoing support to field personnel on CRM systems, enabling confidence, consistency, and effective utilization of tools.
• Work closely with field teams to identify target opportunities through research and data analysis, supporting strategic growth and market development.
• Provide administrative and project support to sales and marketing partners, contributing to coordinated execution and strong cross-functional alignment.

Qualifications

• Exceptional customer service, sales support, and technical support skills and experience.
• Strong sense of urgency and time management skills.
• Demonstrates organizational, teamwork and interpersonal skills.
• Excellent communication skills.
• Ability to maintain composure, resilience, and flexibility through all customer interactions.
• Strong knowledge of Microsoft Office products- Outlook, Word, and Excel.