General Job Summary

• Serve as the primary point of contact for U.S. customer support inquiries (phone, email, web).
• Manage warranty claims, loaners, returns, credit/rebill processes, and service documentation.
• Process customer purchase orders accurately and efficiently, including distributor accounts.
• Input freight details and tracking information same-day to ensure customer transparency.
• Act as liaison between Sales, Clinical, Quality, Warehouse, Finance, and Operations.
• Escalate complaints through formal customer complaint processes and ensure follow-through.
• Monitor open requests and proactively reduce delays impacting customers.
• Maintain KPI targets related to accuracy, response time, and output.
• Support Sales Team operations, including customer visits when needed.
• Uphold company policies, ISO standards, health & safety, and core values.