Senior Customer Service Specialist (Hybrid)

Mobia Medical, Inc.; Fridley (MN); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with company match

Unlimited PTO

18 paid holidays

Job summary

Mobia Medical in Fridley, MN is seeking a Senior Customer Service Specialist for a hybrid role combining onsite and remote work. You will be the primary contact for customers, manage inquiries, process orders, and coordinate with Distribution, Sales, Quality, and Engineering to ensure timely, accurate service.

The ideal candidate has 3+ years in medical device customer service, familiarity with Salesforce and ERP, strong communication and organizational skills, and the ability to travel ~2-3

Qualifications

• Bachelor's degree and 3+ years of customer service experience.
• Experience in the medical device industry is preferred.
• Working knowledge of FDA regulations and quality requirements.
• Excellent verbal and written communication with internal/external stakeholders.
• Proficiency with Salesforce, Excel, and ERP systems.
• Strong organization, multi-tasking, and reliability.
• Willingness to travel domestically ~2–3 times per year.

Responsibilities

• Serve as primary point of contact for customers and inquiries, ensuring timely, accurate support.
• Receive, process, and confirm orders submitted via email or phone; ensure timely fulfillment.
• Coordinate with Distribution Center for shipment scheduling and delivery.
• Address product pricing, availability, catalogs, and MRI compatibility questions.
• Document and manage quality-related complaints and support returns as needed.
• Investigate shipping discrepancies and freight/carrier issues.
• Provide timely assistance for urgent requests by coordinating with internal teams.
• Collaborate with Sales, Marketing, Engineering, QA, and Distribution to meet customer needs.

Skills

Customer service

Salesforce

Excel

ERP systems

Communication

Organizational skills

Problem solving

Education

Bachelor's degree

Tools

Salesforce

Excel

ERP systems

Job description

Senior Customer Service Specialist (Hybrid)

About Mobia Medical

Mobia Medical is a commercial-stage medtech company delivering breakthrough stroke recovery solutions. The company’s Vivistim® Paired VNS™ Therapy is the first and only FDA-approved implantable solution designed to improve function in chronic ischemic stroke survivors with moderate to severe upper limb impairments. Vivistim® Paired VNS™ Therapy combines targeted vagus nerve stimulation with functional movement to promote neuroplasticity and improve the brain’s ability to relearn motor skills. Mobia Medical is mobilizing patients, providers, and care partners to establish a better way forward in stroke care.

About the role

The Customer Service Specialist plays a critical role in delivering exceptional service, building strong customer relationships, and supporting customer satisfaction and loyalty at Mobia Medical.

This position serves as a key point of contact for internal and external customers, managing inquiries, coordinating order fulfillment, resolving issues, and ensuring timely and accurate communication. The ideal candidate is detail-oriented, adaptable, proactive, and an effective communicator with a strong understanding of customer service, sales operations, and quality processes within the medical device industry.

Work Arrangement: This is a hybrid position requiring a minimum of two days per week onsite at our Fridley, MN facility, with the flexibility to work remotely for the remainder of the week.

What you'll do

Order Fulfillment and Product Delivery

• Serve as a primary point of contact for internal and external customers, providing timely, accurate, and professional support.
• Receive, process, and confirm customer orders submitted via email or telephone, ensuring accuracy and timely fulfillment.
• Coordinate with the Distribution Center to facilitate order processing, shipment scheduling, and product delivery.
• Respond to product-related inquiries, including pricing, product availability, catalogs, and MRI compatibility information.
• Identify, document, and escape product quality complaints in accordance with established quality procedures. Support product returns and related processes as needed.
• Investigate and resolve shipping discrepancies, freight issues, carrier concerns, and other order-related challenges.
• Provide timely assistance with urgent customer requests, coordinating with appropriate internal teams and field personnel to ensure effective resolution.
• Collaborate with Sales, Marketing, Engineering, Distribution, Quality, and other departments to address customer needs and deliver solutions

Field Inventory Management

• Support field inventory operations by maintaining accurate records and following established inventory management procedures.
• Monitor and coordinate the movement of inventory between the Distribution Center, field personnel, and customer locations.
• Partner with Sales and Commercial Operations to support inventory availability and ensure adequate product coverage for scheduled procedures.
• Maintain a working knowledge of company products, inventory processes, and applicable policies and procedures.
• Collaborate cross-functionally with Engineering, Marketing, Clinical, Finance, and Commercial Operations to support inventory-related initiatives and operational improvements.

Data Management & Analytics

• Maintain and monitor data accuracy and integrity within Salesforce and other applicable business systems.
• Review field and customer inventory levels to identify potential shortages, discrepancies, or opportunities for improvement.
• Utilize reporting tools and data analysis to support inventory visibility, order accuracy, and operational efficiency.
• Identify opportunities to streamline processes, improve customer service, and enhance overall operational effectiveness.
• Contribute to a culture of continuous improvement by recommending and implementing best practices.

Qualifications

• Previous customer service experience within the medical device industry.
• Bachelor's degree and a minimum of three years of relevant customer service experience, or an equivalent combination of education and experience.
• Working knowledge of FDA regulations and quality requirements applicable to the medical device industry.
• Excellent verbal and written communication skills, with the ability to interact professionally and effectively with internal and external stakeholders.
• Proficiency in Salesforce, Microsoft Office applications, and Excel.
• Experience working with an Enterprise Resource Planning (ERP) system.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.
• Demonstrated reliability, integrity, accountability, and a strong work ethic.
• Ability to maintain a positive, solutions-oriented approach in a fast-paced environment.
• Proactive problem-solving skills and the ability to work both independently and collaboratively.
• Ability to travel domestically approximately 2–3 times per year.

Preferred Qualifications

• Experience with NetSuite ERP software.
• Experience supporting contract administration or contract-related processes.
• Advanced Excel skills, including data analysis and reporting.

Equal Opportunity Employer

Mobia Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Mobia Medical provides a comprehensive benefits program to employees. It includes medical, dental and vision plans along with an FSA. Employees may participate in the company 401(k) plan with company matching. The company offers an unlimited Paid Time Off (PTO) program and approximately 18 paid company holidays per year.