Customer Service Representative

About the role

Based in Silicon Valley, EBR Systems is advancing the WiSE System, a first-of-its-kind device in cardiac rhythm management. The Customer Service Representative plays a crucial role in supporting internal field teams and external customers through order management, inventory coordination, documentation, and operational support.

Responsibilities

• Manage and fulfill incoming requests from internal and external customers.
• Serve as a key operational liaison between Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to resolve customer requests and ensure timely order fulfillment.
• Maintain accurate customer records within Salesforce.
• Cook up product, capital equipment, and accessory allocations to support commercial procedures and customer demand.
• Work cross-functionally with other departments.
• Understand and abide by regulations regarding HIPAA and PHI.
• Process customer documentation requests, including product documentation, shipping documentation, certificates, and other commercial support materials.
• Maintain accurate field inventory records, reconcile inventory transactions, and support inventory audits.
• Ensure compliance with company quality procedures and applicable FDA requirements.
• Reply to and forward requests for information from medical facilities and staff.
• Identify opportunities to improve customer service processes.
• Process customer purchase orders and sales orders within NetSuite.
• Cook up shipments with Logistics and Supply Chain.
• Monitor order status and proactively communicate delays.

Qualifications

• Bachelor’s (preferred) or Associate’s degree
• 3+ years of customer service experience
• Experience working in a start-up, preferably a medical device or diagnostics company
• Knowledge, Skills, And Abilities:
  • Ability to navigate ambiguity and rapidly changing circumstances
  • Comfortable learning and using medical terminology
  • Excellent written and verbal communication skills
  • Proficiency with Microsoft Office Suite
  • Preferred experience with NetSuite or similar ERP system and Salesforce or similar CRM system
  • Exceptional organizational skills with strong attention to detail
  • Ability to prioritize multiple competing requests

Physical Requirements

• Required to stand, walk and sit;
• Talk or hear;
• Use hands to finger, handle or feel objects or controls;
• Reach with hands and arms;
• Stoop, kneel, bend, crouch and lift up to 20 pounds;
• Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus;
• Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels.

Compensation & Benefits

• Salary Range: $65,000 – $80,000
• Additonal Compensation: Eligible for an annual performance bonus and equity/stock options
• Comprehensive medical, dental, and vision benefits (employee only covered at 100%)
• 401k program with match
• Generous PTO
• Education stipend
• A company-wide mandate to hire fast and hire well - recruiting is a business priority, not a back-office function here
• A mission that matters: Giving life-saving technology to patients with no other options