Customer Service Representative

Inflammatix is seeking a highly motivated and detail-oriented Customer Experience Representative to join our team.   This role is responsible for providing exceptional customer support by handling inquiries, processing orders, troubleshooting issues, and ensuring customer satisfaction. The ideal candidate will have strong communication skills, the ability to multitask, and a passion for helping customers.  The right candidate will bring a mix of experience, a willingness to learn, and a readiness to lean into building the right processes, procedures, and documents required to deliver an exceptional experience to all Inflammatix customers as we grow and scale.  

You’ll be partnering with Inflammatix customers as they change the way healthcare is delivered in their facilities, supporting our field teams as they drive growth for Inflammatix, and partnering with the Inflammatix organization’s internal resources in a cross functional manner to deliver on the promises we make those customers that choose to partner with Inflammatix. 

PRIMARY RESPONSIBILITIES:  

• Customer Support: Answer customer inquiries via phone, email, and chat regarding device orders, and product information.
• Order Processing: Accurately enter and manage orders, track shipments, and ensure timely delivery.
• Issue Resolution: Handle customer complaints, troubleshoot product concerns, and escalate issues as necessary. 
• Product Knowledge: Develop a deep understanding of the company’s medical devices to assist customers effectively.
• Compliance & Documentation: Maintain accurate records of customer interactions, orders, and product returns, ensuring compliance with industry regulations (FDA, HIPAA, etc.). 
• Cross-Department Collaboration: Work closely with sales, technical support, and logistics teams to ensure seamless customer service.
• Training & Education: Educate customers on product usage, warranties, and company policies.
• Customer Support: Answer customer inquiries via phone, email, and chat regarding device orders, and product information.
• Order Processing: Accurately enter and manage orders, track shipments, and ensure timely delivery.
• Issue Resolution: Handle customer complaints, troubleshoot product concerns, and escalate issues as necessary.
• Product Knowledge: Develop a deep understanding of the company’s medical devices to assist customers effectively.
• Compliance & Documentation: Maintain accurate records of customer interactions, orders, and product returns, ensuring compliance with industry regulations (FDA, HIPAA, etc.).
• Cross-Department Collaboration: Work closely with sales, technical support, and logistics teams to ensure seamless customer service.
• Training & Education: Educate customers on product usage, warranties, and company policies. 

QUALIFICATIONS:

• Education: High school diploma or equivalent required; associate’s or bachelor’s degree preferred. 
• Experience: 1-3 years of customer service experience, preferably in the medical device, healthcare, or pharmaceutical industry. 
• Technical Skills: Proficiency in CRM systems, Microsoft Office Suite, and order management software. 
• Communication Skills: Excellent verbal and written communication skills. 
• Problem-Solving: Strong analytical and troubleshooting skills, as well as a desire to drive resolution to issues in real time. 
• Attention to Detail: Ability to accurately process orders, maintain precise records, and support proper documentation procedures and protocols. 
• Regulatory Knowledge: Understanding of HIPAA, FDA regulations, or industry compliance is a plus. 

COMPENSATION AND CLASSIFICATION

• Classification: Full-time, exempt
• Benefits: Medical, dental, and vision; 401(k), generous leave and more
• Location: Sunnyvale, CA
• The base salary range for this position is $65,000 to $85,000 offer per year which represents the low and high end of the anticipated salary range for this exempt position.
  • Please note that actual offer will vary based on factors including, but not limited to the candidate's geographic location, job-related knowledge, skills, and experience among other factors including internal equity. As such, there is the possibility that the final, agreed-upon base salary may be outside of the lower or upper end of the range. Please also note the compensation range listed is just one component of the company's total rewards package. A bonus and/or long-term incentive units may be provided as part of the total compensation package, in addition to the full range of medical, financial and/or other benefits, dependent on the level and position offered.
  • U.S. employees are offered medical, dental and vision insurance, as well as access to HSA, FSA, commuter, LTD, STD and basic life insurance. Employees are eligible to enroll in our company 401k plan and employer match. Employees accrue up to 15 paid vacation days, 7 paid sick days and 10 paid holidays per calendar year. Inflammatix U.S. offices are closed for winter break each year between Christmas and New Years Day and the company offers this time as additional paid time off for U.S. salaried/exempt employees.
• Classification: Full-time position
• Compensation: Competitive and commensurate with experience; includes equity package
• Benefits: Medical, dental, and vision; 401(k) and more
  
  

Inflammatix is an equal opportunity employer and does not discriminate on the basis of race, ancestry, color, religion, sex/gender (including gender identity), pregnancy, childbirth, related medical conditions and breastfeeding, national origin, age, sexual orientation, marital status, registered domestic partner status, military and veteran status, physical or mental disability, medical condition, genetic characteristic, or any other characteristic protected by applicable law.

Please note that Inflammatix may require drug testing as a condition of employment, consistent with job requirements and any applicable vendor or client contracts. This may apply to specific roles or projects where such testing is mandated. Testing will be conducted in compliance with all applicable laws and regulations.