Customer Relations Specialist

Elos Medtech; Memphis (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Elos Medtech in Memphis, TN seeks a Customer Relationship Specialist to manage orders and service for key accounts. You will be the primary contact, coordinating with Manufacturing, Supply Chain, Quality, and Sales to resolve issues and ensure timely delivery.

The role emphasizes proactive communication and accuracy in ERP/CRM workflows. The ideal candidate has 3–5 years in customer service within regulated manufacturing, and familiarity with ERP/CRM systems and FDA/ISO13485 practices.

Qualifications

• 3–5 years in customer service, customer support, or account coordination in a manufacturing/regulated environment.
• Experience supporting customers in medical device or healthcare sectors preferred.
• Experience with ERP and CRM systems in a customer-facing role.

Responsibilities

• Serve as primary contact for assigned accounts, handling orders, shipments, pricing, and account data.
• Process purchase orders in ERP/CRM with high accuracy and SLA adherence.
• Monitor order status and communicate schedules, updates, and delays to customers.
• Collaborate with Manufacturing, Supply Chain, Quality, Engineering, Finance, and Sales to resolve issues.
• Support complaint intake, documentation, and follow-up per QMS requirements.
• Maintain accurate customer records and DHR documentation.
• Prepare reports and service metrics for customer communications and reviews.
• Assist with onboarding, account setup, and ongoing maintenance.
• Identify opportunities to improve customer satisfaction and efficiency.

Skills

Customer Relationship Management

Account Management

Communication

Problem Solving

Time Management

Attention to Detail

Cross-Functional Collaboration

Data Analysis

Education

Bachelor's degree in Business Administration, Communications, Healthcare Administration, Supply Chain, or related field

Tools

SAP

Oracle

NetSuite

Microsoft Dynamics

CRM systems

Job description

Customer Relationship Specialist

Department: Customer Service / Commercial Operations

Reports To: Sales & Customer Service Manager / Sales Director Orthopedics

Position Summary

The Customer Relationship Specialist serves as a primary point of contact for customers within a medical device manufacturing environment, managing customer relationships throughout the order lifecycle. This role is responsible for ensuring exceptional customer service through proactive communication, accurate order management, issue resolution, and cross-functional collaboration with internal teams. The Specialist acts as a trusted customer advocate, balancing customer expectations with operational capabilities to ensure a positive customer experience. This position is well suited for a professional with customer service or commercial operations experience who is looking to expand their expertise in manufacturing, supply chain, and regulated medical device environments.

Essential Duties And Responsibilities

• Serve as the primary customer contact for assigned accounts, managing inquiries related to orders, shipments, pricing, and account information.
• Process and manage customer purchase orders within ERP and CRM systems while ensuring accuracy and adherence to established service level expectations.
• Proactively monitor order status and communicate production schedules, shipping updates, delivery timelines, and potential delays to customers.
• Build strong working relationships with customers by providing responsive, solution-oriented support and maintaining regular communication.
• Partner with Manufacturing, Supply Chain, Quality, Engineering, Finance, and Sales to resolve customer issues and coordinate timely solutions.
• Support customer complaint intake, documentation, and follow-up activities in accordance with Quality Management System (QMS) procedures and regulatory requirements.
• Maintain accurate customer records, Device History Record (DHR) documentation, correspondence, and transactional data.
• Prepare customer reports, account summaries, order status updates, and service metrics to support customer communications and business reviews.
• Assist with new customer onboarding, account setup, and ongoing account maintenance activities.
• Identify opportunities to improve customer satisfaction, operational efficiency, and internal processes through continuous improvement initiatives.
• Ensure compliance with FDA regulations, ISO 13485 requirements, company policies, and quality standards.
• Participate in cross-functional projects, departmental initiatives, process improvements, and ongoing professional development activities.

Education

• Bachelor's degree in Business Administration, Communications, Healthcare Administration, Supply Chain, or a related field preferred.
• Equivalent combination of education and experience will also be considered.

Experience

• 3–5 years of customer service, customer support, account coordination, commercial operations, order management, or related experience.
• Experience supporting customers in a manufacturing, medical device, healthcare, life sciences, pharmaceutical, or other regulated environment preferred.
• Experience working with ERP and CRM systems in a customer-facing environment is preferred.
• Demonstrated experience managing customer accounts, resolving complex issues, and coordinating with cross-functional teams.

Knowledge, Skills, And Abilities

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer relationship management and account support abilities.
• Proven ability to prioritize multiple responsibilities in a fast-paced manufacturing environment.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Working knowledge of order management, production scheduling, inventory, and supply chain processes.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and Teams.
• Experience using ERP systems such as SAP, Oracle, NetSuite, Microsoft Dynamics, or similar platforms.
• Ability to analyze customer issues, identify root causes, and coordinate effective solutions.
• Strong problem-solving, critical-thinking, and decision-making skills.
• Ability to build collaborative relationships across multiple departments.
• Ability to maintain professionalism, confidentiality, and sound judgment when handling customer information.
• Ability to occasionally travel domestically and internationally.

Key Competencies

• Customer Relationship Management
• Customer Focus
• Account Management
• Communication
• Cross-Functional Collaboration
• Problem Solving
• Accountability
• Attention to Detail
• Time Management
• Continuous Improvement

Preferred Medical Device OEM Experience

• Medical device manufacturing operations
• FDA-regulated manufacturing environments
• ISO 13485 Quality Management Systems
• OEM or contract manufacturing organizations
• Complaint handling and quality documentation
• ERP-based order management and production scheduling
• Supply chain coordination and order fulfillment
• Commercial operations or customer account management within regulated industries

Typical Career Path

Customer Relationship Specialist → Senior Customer Relationship Specialist → Customer Service Lead → Customer Service Supervisor/Manager → Commercial Manager / Strategic Account Manager