Customer Service Associate

About the role

VitalPath is a trusted contract manufacturing partner that delivers high-quality complex catheter solutions around the world. The Customer Service Associate position is a key role that supports both customer-facing and finance-related tasks.

Responsibilities

• Support the preparation and delivery of sales quotes, sales orders, and order acknowledgments (SOAs), ensuring alignment with customer requirements, pricing, and contractual terms.
• Review and process customer purchase orders for accuracy, including pricing, quantities, revisions, lead times, and service-level agreements; ensure compliance with approved quotes and contracts.
• Maintain and update order management systems (ERP), including sales order entry and ongoing data accuracy.
• Serve as a key point of coordination for customer communication, providing timely updates on order status, delivery schedules, pricing, and issue resolution while setting clear expectations.
• Proactively engage customers to support forecasting activities, including gathering demand forecasts and contributing to rolling forecast updates.
• Maintain and communicate updates on open order reports and rolling forecasts, ensuring alignment across Commercial, Operations, and Finance teams.
• Collaborate cross-functionally with Commercial, Operations, Engineering, Supply Chain, Quality, and Finance to resolve issues, improve processes, and enhance the overall customer experience.
• Generate and issue customer invoices in accordance with contractual terms; ensure accuracy of billing, revenue recognition, and financial data integrity.
• Support accounts receivable activities, including monitoring outstanding balances, initiating collections outreach, and escalating risks as appropriate.
• Process and code vendor invoices, maintain vendor records, and respond to inquiries while ensuring proper approvals and policy compliance.
• Assist in the execution of payment runs, ensuring timely and accurate processing and recording of financial transactions.
• Produce and analyze revenue and performance reports, investigate discrepancies, and identify trends, risks, and key insights for management.
• Collect, track, and analyze key performance metrics, supporting reporting and continuous improvement initiatives.
• Resolve customer, order, and financial discrepancies in a proactive manner, escalating issues when necessary.
• Ensure professional, timely communication with customers and internal stakeholders on a daily basis.
• Maintain compliance with company policies, quality standards, and regulatory requirements, including QMS, EMS, and other applicable systems.
• Support continuous improvement initiatives and broader company objectives; perform additional duties as assigned.

Qualifications

• Associate or Bachelor’s degree or equivalent experience
• 1-3 years of experience in a Customer Service, Account Management, Operations, or related role
• Moderate to strong computer skills; Excel experience required
• Highly organized, with strong attention to detail, excellent multitasking, problem-solving, and prioritization skills
• Strong verbal and written skills required with ability to communicate within all levels of the organization
• Must be able to make informed decisions in a fast-paced and strategic environment with a high sense of urgency
• Must be proficient in reading, writing, and speaking English
• Must be able to sit for 3-4 hours at a time or stand for 12 hours at a time
• Must be able to lift up to 25 pounds
• Local travel to other VitalPath facilities required

Preferred Qualifications

• Knowledge in Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, SharePoint, Teams, OneDrive, OneNote)
• Microsoft Dynamics 365 (Business Central)
• Knowledge in Salesforce
• Adobe Acrobat proficiency

Pay

The hourly range for this position is $23.08-$28.38. The posted hourly range complies with federal and local regulations and may vary based on factors such as market conditions, level of experience and training, education, certifications, as well as internal and external equity.

Benefits

• Comprehensive, low-cost health and dental insurance plans available
• Vision insurance
• Health savings account with company contribution
• Short and long-term disability supplementals (short-term disability, AD&D, life insurance, MN paid family & medical leave, and more)
• Parental leave
• PAID time off
• Minnesota earned sick & safe time
• PAID holidays
• 401K with company match

Benefits

• Opportunities for career growth and advancement
• VitalPath is an Equal Opportunity Employer
• VitalPath participates in E-Verify