Senior Customer Service Specialist (Hybrid)

Mobia Medical, Inc.; Minneapolis (MN); Hybride; USD 95 000 - 105 000; Plein temps

Avantages offerts par ce poste

Medical plan

Dental plan

Vision plan

401(k) match

Unlimited PTO

Holidays (16)

Résumé du poste

Mobia Medical in Minneapolis, MN is seeking a Customer Service Specialist to deliver exceptional service, manage inquiries, and coordinate order fulfillment for medical device customers.

The role requires detail orientation, FDA knowledge, Salesforce and ERP experience, and the ability to collaborate across teams; hybrid work with two onsite days per week.

Qualifications

• Bachelor's degree and at least 3 years' customer service experience in medical devices.
• Working knowledge of FDA regulations and quality requirements for medical devices.
• Excellent verbal and written communication with internal and external stakeholders.
• Proficiency in Salesforce, Microsoft Office, especially Excel.
• Experience with an ERP system (NetSuite preferred).
• Strong organizational skills and attention to detail.
• Willingness to travel domestically ~2–3 times per year.

Responsabilités

• Serve as a primary contact for customers; provide timely support.
• Process orders via email or phone; ensure accuracy and timely fulfillment.
• Coordinate with Distribution Center for shipment scheduling.
• Address product inquiries including pricing, availability, MRI compatibility.
• Document and elevate quality complaints per procedures; support returns.
• Resolve shipping discrepancies and carrier issues.
• Collaborate across Sales, Marketing, Engineering, Quality, and Operations.

Connaissances

Customer service

FDA regulations

Communication

Salesforce

Excel

ERP systems

Organizational skills

Problem-solving

Travel

Formation

Bachelor's degree

Outils

NetSuite ERP

Description du poste

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 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 elevate 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.

Benefits

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 16 paid company holidays per year.

The Pay Range For This Role Is

95,000 - 105,000 USD per year(US)