Customer Service & Operations Specialist – Medical Devices

EBR Systems, Inc.; Santa Clara (CA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Equity/stock options

Healthcare benefits

401k with match

PTO

Education stipend

Job summary

EBR Systems, Inc. is seeking a Customer Service Representative to join the Commercial Operations team onsite in Silicon Valley.

You will support internal field teams and external customers through order management, inventory coordination, documentation, and operational support. You will collaborate with Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to ensure timely product availability and an exceptional customer experience throughout the order fulfillment process.

Qualifications

• Bachelor's or Associate's degree.
• 3+ years of customer service experience.
• Experience working in a start‑up, preferably a medical device or diagnostics company.

Responsibilities

• Manage and fulfill incoming requests from internal and external customers.
• Serve as a key operational liaison between Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to resolve customer requests and ensure timely order fulfillment.
• Maintain accurate customer records within Salesforce.
• Coordinate product, capital equipment, and accessory allocations to support commercial procedures and customer demand.
• Work cross‑functionally with other departments.
• Understand and abide by regulations regarding HIPPA and PHI.
• Process customer documentation requests, including product documentation, shipping documentation, certificates, and other commercial support materials.
• Maintain accurate field inventory records, reconcile inventory transactions, and support inventory audits.
• Ensure compliance with company quality procedures and applicable FDA requirements.
• Reply to and forward requests for information from medical facilities and staff.
• Identify opportunities to improve customer service processes.
• Process customer purchase orders and sales orders within NetSuite.
• Coordinate shipments with Logistics and Supply Chain.
• Monitor order status and proactively communicate delays.

Skills

Customer service

Communication

MS Office

NetSuite

Salesforce

Organizational skills

Ambiguity tolerance

Independence

Medical terminology

Education

Bachelor's degree

Associate's degree

Tools

NetSuite

Salesforce

MS Office

Job description

EBR Systems, Inc. is seeking a Customer Service Representative to join the Commercial Operations team onsite in Silicon Valley.

You will support internal field teams and external customers through order management, inventory coordination, documentation, and operational support. You will collaborate with Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to ensure timely product availability and an exceptional customer experience throughout the order fulfillment process.