Customer Service/Sales Support Representative
Department:
U.S. Commercial
Reports To:
CCO or VP of Sales
POSITION DESCRIPTION:
The Customer Service/Sales Support Representative plays a vital role in supporting healthcare providers and our sales teams by ensuring seamless communication, accurate order management, and timely resolution of inquiries. This position serves as the frontline connection between our company, our customers and our sales teams. The primary goal is to provide timely and accurate support for ordering and delivery of our products.
Duties and Responsibilities:
Duties and responsibilities include the following:
- Serve as one of the primary points of contact for customers and our commercial team.
- Respond to inquiries regarding product information, orders, shipments, warranties, and technical support.
- Process orders, returns, and replacements in compliance with FDA and industry regulations.
- Provide support to our sales representatives and management for onboarding new accounts, entering accounts into internal systems, establishing customer pricing, addressing VAC documentation needs, and assisting with hospital contracting.
- Collaborate with sales, accounting, quality and operations teams to respond to customer opportunities and resolve customer issues.
- Provide proactive communication regarding product availability, pricing and shipping updates.
- Maintain precise records within the CRM and ERP systems to ensure sales data and customer billing accuracy.
- Ensure compliance with HIPAA and other healthcare privacy standards when handling sensitive information.
Other duties may be occasionally assigned.
Skills and Qualifications:
Knowledge and Experience
2+ years of customer service and/or sales support experience ideally in healthcare, pharmaceuticals, or medical devices.
Education
High school diploma required.
Associate or bachelor’s degree preferred.
Language Skills
Strong oral and written communication skills in English required.
Knowledge of additional languages will be considered an asset.
Computer Skills
Ease with MS Office programs and communication tools including Zoom and Teams.
Other Desired Skills and Abilities:
Organizational Skills
- Ability to manage multiple priorities in a fast-paced environment.
- Attention to detail in handling data, documentation, and customer requests.
- Effective task prioritization to balance urgent and routine responsibilities.
- Maintaining accurate records for easy retrieval and compliance.
- Process-oriented mindset to follow established workflows and improve efficiency.
Analytical Skills
- Strong critical thinking and problem-solving skills.
- Skilled in identifying trends, patterns, and root causes.
- Capacity to evaluate options and recommend effective solutions.
- Ability to anticipate problems and propose preventive measures.
- Competence in evaluating customer feedback and operational data to improve processes.
Interpersonal skills
- Communicates effectively, orally and in writing with internal and external contacts, third parties and customers.
- Team-oriented with a willingness to collaborate across departments.
- Can handle restricted, confidential, private, or personal information.
- Commitment to maintaining compliance and ethical standards in the medical device industry.
- Demonstrates a high standard of work ethics and professionalism towards Vesalio and its partner teams, customers and third parties.
- Empathy and professionalism when interacting with healthcare providers.
Other:
Certificates, Licenses, and Registrations
Must have a valid driving permit.
Place of Work
In-person at company headquarters, located in Dallas, TX.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, the employee is regularly required to talk and hear; stand; walk; and sit. The employee is frequently required to use hands to finger, handle, or feel, use one or both hands repetitively; and use a simple/light grasp with one or both hands. The employee is occasionally required to use a firm grasp; push and/or pull; use one or both hands with fine dexterity; use an extended and overhead reach with hands and arms; climb or balance – including stairs; stoop, kneel, or bend; use one foot or both feet repetitively; drive a car; walk between buildings; walk on uneven ground; and to lift and/or move up to 10 lbs. The employee is occasionally exposed to vibration. Normal 20/20 vision ability (with corrective lenses, if needed) is required by this position. The noise level in the work environment is somewhat quiet.
