Customer Care Specialist at Surmodics

Eden Prairie, Minnesota, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Medical Devices, HealthcareIndustries

Requirements

Bachelor’s degree (preferred) or equivalent combination of education and experience
2+ years industry experience in healthcare and/or medical device preferred; Customer Service experience required
Exceptional Customer Service, Sales Support, and Technical Support Skills and Experience
Strong sense of urgency and superior time management skills
Demonstrated organizational, teamwork, and interpersonal skills
Excellent communication skills
Ability to maintain composure, resilience, and flexibility through all customer interactions
Strong knowledge of Microsoft Office products (Outlook, Word, and Excel)

Responsibilities

Builds rapport and relationships with field team members – Acts as an extension of the sales force (40%)
Offers a primary point of contact at the corporate office for field personnel (40%)
Provides high touch sales support to ensure a smooth process for customers and to enable quota attainment (40%)
Manages open orders and communicates status with sales and clinical staff (40%)
Arranges shipment of sample product and marketing collateral to field personnel (40%)
Partners with field personnel to ship, manage, and reconcile trunk stock (40%)
Provides training and on-going support to field team members on CRM system (40%)
Collaborates with field personnel to identify targets through research and data (40%)
Establishes and maintains strong relationships with Customers (40%)
Educates Customers regarding products, processes, pricing, and logistics (40%)
Drafts customer quotes, establishes accounts, and processes purchase orders per company SOPs (40%)
Trouble-shoots product and service-related issues quickly and effectively (40%)
Documents all customer complaints / feedback per Surmodics’ complaint SOPs and manages the return authorization process (40%)
Works with customers to complete requirements and ensure Surmodics is set up as a vendor in their system (40%)
Becomes highly proficient in Surmodics’ CRM, ERP, and QMS systems (40%)
Communicates clearly and professionally through all channels (phone, chat, email, fax) – is highly responsive (40%)
Provides administrative and/or project support to sales and marketing partners (20%)
Adheres to company standards and values related to honesty, integrity, trust, respect, and accountability; Performs all responsibilities in accordance with company policies and procedures and applicable state / federal rules and regulations (20%)

Skills

CRM

Order Management

Quote Preparation

Purchase Order Processing

Logistics

Inventory Management

Customer Education

Troubleshooting

Sales Support

Data Research

Surmodics

Provides components for diagnostics and medical devices

About Surmodics

Surmodics specializes in providing essential components for in vitro diagnostic (IVD) products and advanced coatings for medical devices. Their IVD offerings include a variety of products such as protein stabilizers, diluents, blockers, substrates, and antibodies, which are vital for creating sensitive immunoassays that detect substances in biological samples. Surmodics also develops advanced coatings for medical devices, including lubricious and hemocompatible coatings, and is known for creating the drug delivery coating for the first drug-eluting stent. The company collaborates closely with clients to accelerate product development and commercialization, which helps them meet market demands quickly. Surmodics stands out from competitors through its strong focus on client collaboration and rapid product development, aiming to support the healthcare and biotechnology sectors effectively.

Eden Prairie, MinnesotaHeadquarters

1979Year Founded

$125MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

201-500Employees

Benefits

Performance Bonus

401(k) Company Match

401(k) Retirement Plan

Company Equity

Stock Options

Risks

GTCR acquisition may disrupt operations or client relationships.

Becoming privately held could reduce transparency and investor confidence.

New thrombectomy systems face competition, potentially impacting market share.

Differentiation

Surmodics excels in advanced coatings for medical devices, enhancing device performance.

The company offers a comprehensive range of IVD products for sensitive immunoassays.

Surmodics' expertise in drug-delivery coatings is unmatched, proven by the first drug-eluting stent.

Upsides

Surmodics' acquisition by GTCR could accelerate growth and innovation.

The launch of Pounce Thrombectomy Systems addresses rising peripheral artery disease cases.

Surmodics' SurVeil DCB shows promising results, boosting its vascular intervention portfolio.

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