Galvanize is a biomedical platform company operating at the convergence of engineering, biology, and healthcare delivery, aiming to deliver life-changing solutions to patients and their doctors. We design and develop Pulsed Electric Field Systems to achieve meaningful and lasting therapeutic outcomes for patients.
Role: Customer Care Representative II
As Galvanize Therapeutics grows its commercial operations, we need a customer service team committed to delivering world-class service to our customers, distributors, and field-based teams. The successful Customer Care Representative will have an intense focus on empathy and expertise, a relentless commitment to expedient response times, and the ability to collaborate cross functionally to solve complex problems. This is a person who delights in the opportunity to deliver a memorable experience with every customer interaction.
Key Responsibilities
Log inbound multi-channel support requests received from internal and external in CRM, triage, and dispatch as needed.
Responding to tier 1 requests from customers such as order status, tracking information, patient inquiries, etc.
Ensure on-time delivery of commercial and field demo equipment and consumables.
Partner with our 3PL and Operations team to return goods in a timely manner.
Follow up on outstanding customer invoices, place collections calls, and ensure AP contacts are accurate and up to date.
Other related duties as may be assigned.
Key Requirements
Education and Training:
AA/AS in a related degree or equivalent years of education and experience.
Skills and Experience:
Minimum of 3 years' experience maintaining complex customer and order data in a CRM and ERP.
Minimum of 3 years experience working cross-functionally, especially with outside sales teams, to deliver customer quotes, orders, and other customer needs within company defined key performance indicators.
Demonstrated ability to communicate verbally or in writing with customers in a way that shows empathy and, when appropriate, can deliver negative information in a positive way.
Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
Knowledge of Microsoft programs like Outlook, Word, Excel, and PowerPoint.
Preferred skills:
Ability to work in a regulated environment in compliance to ISO 13485.
Experience in Medical Device or healthcare industry.
Experience working in a (FDA & EU MDR) regulated environment.
Experience with third party logistics companies, especially HealthLink Europe.
Experience with Zoho or Salesforce CRM.
Other:
Must be able to work Eastern Standard Time hours and willingness to work various hours and days, including weekends and holidays, as the business needs evolve.
Position Reports To: Director, Customer Service
What Galvanize Offers
Medical, Dental, Vision, Life Insurance, LTD/STD
100% company paid medical coverage for employees
Flexible Paid Time Off
Paid parental leave
Company sponsored 401(k)
Galvanize Therapeutics is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.