Job Description

Title: Customer Service Representative
This position is based in our Campbell, California offices. This position is on-site, full-time.

Why Imperative Care?
Do you want to make a real impact on patients?
As part of our team at Imperative Care, you can help elevate care for patients suffering from stroke and other devastating vascular diseases. Every day, the technologies that we develop at Imperative Care directly impact people at the most vulnerable moments of their lives. Our focus is on the needs of the patient, and they come first in everything we do.

What You’ll Do
As a highly skilled representative, this position provides front-line support to customers and field sales to effectively enter and follow through on product orders, ensuring a highest level of customer satisfaction. A Customer Service Representative works with cross-functional internal departments to perform customer service activities and complete tasks in a resourceful and effective manner. This role uses considerable judgement and initiative to fulfill customer needs and offer solutions based on established procedures and offering process improvement recommendations.

• Follow company policies and procedures to accurately and timely enter and process orders received via phone, fax, or email.
• Validate customer data at time of order for pricing, terms, exception, or any special shipping requirements, from order entry through shipment and invoicing.
• Advise customers on product availability and inventory status.
• Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing.
• Successfully resolve routine customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations, before considering escalation.
• Process product returns using QAD according to regulatory and documentation requirements.
• Work with operations and shipping teams to ensure orders are shipped timely and accurately, and partner in identifying opportunities for process improvement.
• Respond to customer complaints with a sense of urgency, notifying relevant parties and escalating when deemed appropriate.
• Enter customer account information for efficient billing and maintain all related paperwork.
• Handle customer and company matters with appropriate level of confidentiality.
• Complete all projects and general administrative functions as assigned.
• Foster and contribute to a positive and collaborative organizational culture.

What You’ll Bring – minimum requirements for this role:
A minimum of 4 years of related experience in a customer service or support role; or an equivalent combination of education/training and experience.

• Previous medical device industry experience strongly preferred.
• Experience working with QAD or other similar ERP systems required.
• Highly skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
• Excellent interpersonal and communications (both written and verbal) skills required.
• Demonstrated ability to provide a great customer experience verbally and in writing.
• Experience working with Salesforce platform a plus.
• Strong ability to handle multiple priorities and manage time effectively.
• Self-motivated, organized, strong attention to detail, and ability to meet deadlines required.
• Ability to work cross-functionally with a customer-driven focus and sense of urgency.
• Ability to work independently and to prioritize activities and workload with minimal supervision.

Employee Benefits include a stake in our collective success with stock options, bonus, competitive salaries, a 401k plan, health benefits, generous PTO, and a parental leave program.

Join Us! Imperative Care
Salary Range: $70,000 – 85,000 annually
Please note that the salary information is a general guideline only. Imperative Care considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer. As part of our total rewards package, Imperative Care offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

The use of external recruiters/staffing agencies requires prior approval from our Human Resources Department. The Human Resources Department at Imperative Care requests that external recruiters/staffing agencies not to contact Imperative Care employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with Imperative Care.

Imperative Care will not accept unsolicited resumes from any source other than candidates themselves for either current or future positions. Submission of unsolicited resumes in advance of an agreement between the Human Resources Department and the external recruiter/staffing agency does not create any implied obligation on the part of Imperative Care.