Customer Service Associate (Hybrid - Sunnyvale, CA)

Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.

We are seeking a Customer Service Associate on a contract basis to provide front-line support to their customer’s concerns in a fast-paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions that align with our company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. This role is hybrid in Sunnyvale, CA.

Responsibilities:

• Efficiently manage customer inquiries, including purchase orders, product complaints, returns, and exchanges
• Professionally respond to emails while understanding customer needs and environment to enhance satisfaction across sales and service support
• Process orders and requests accurately and promptly using ERP and CRM systems
• Understand business processes and provide suggestions to improve team efficiency
• Deliver high-standard customer support via email and other channels
• Enter sales orders into SAP/Neptune and verify compliance with purchase order terms and conditions
• Process and track all service requests through CRM systems
• Log and report customer complaints promptly and accurately to the appropriate regulatory teams
• Follow up on and resolve sales order or service request issues with minimal supervision
• Maintain accurate customer data within SAP and CRM, including up-to-date contact information
• Rapidly gain working knowledge of relevant policies, procedures, products, and pricing models
• Adhere to best practices and actively support continuous process improvement

Skills and Qualifications

• 1–2 years of relevant work experience or at least 2 years of postgraduate academic experience
• Strong oral and written communication skills
• Excellent interpersonal abilities with a talent for building professional relationships
• Detail-oriented with strong time management skills
• Ability to manage customer interactions positively and professionally
• Proficient in Microsoft Office Suite
• Experience with ERP systems (SAP is a plus) and CRM platforms (Salesforce preferred)
• Fluent in English; knowledge of Spanish or French is a strong advantage

Preferred:

• Associate degree in Business Administration or a related field
• Experience in the life science industry
• Background in order management using SAP or Salesforce
• Ability to run reports in SAP or Salesforce and create pivot tables and charts
• Understanding of customer success programs and related metrics

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.