Senior Customer Service Representative, Imperative Care
$87-92k
+ Stock options
Office located in Campbell, CA
Stroke intervention & treatment technology
Be an early applicant
Stroke intervention & treatment technology
201-500 employees
Be an early applicant
$87-92k
+ Stock options
Office located in Campbell, CA
201-500 employees
Company mission
Imperative Care is addressing gaps across the entire patient journey — from detection through recovery — to elevate care for patients suffering from stroke and other devastating vascular diseases.
Role
Who you are
- A minimum of 8 years of related experience in a customer service or support role; or an equivalent combination of education/training and experience
- Associates degree and previous medical device industry experience strongly preferred
- Experience working with QAD or other similar ERP systems required
- Highly skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
- Excellent interpersonal and communications (both written and verbal) skills required
- Demonstrated ability to provide a great customer experience verbally and in writing
- Experience working with Salesforce platform a plus
- Strong ability to handle multiple priorities and manage time effectively
- Self-motivated, organized, strong attention to detail, and ability to meet deadlines required
- Ability to work cross-functionally with a customer-driven focus and sense of urgency
- Ability to work independently and to prioritize activities and workload with minimal supervision
What the job involves
- As a highly skilled specialist, this position provides front-line support to customers and field sales to effectively enter and follow through on product orders, ensuring a highest level of customer satisfaction.
- A Senior Customer Service Representative serves as liaison with cross-functional internal departments to perform customer service activities and complete tasks, including complex situations, in a creative and effective manner.
- As a key contributor to the success of the Customer Service team, this role uses considerable judgement and high degree of initiative to fulfill customer needs and resolve issues, performing as a strong team player with the ability to work independently and responsibly
- Enter and process orders received via phone, fax, or email accurately and timely
- Follow company policies and procedures for order processing and identify opportunities for improvement, and recommending solutions aimed at increasing customer satisfaction
- Identify discrepancies in customer data related to order time, pricing, terms, exceptions, special shipping requirements from order entry to shipment and invoicing and resolve any issues
- Advise customers on product availability and inventory status
- Assist the sales team with account inquiries and use knowledge to recommend solutions for problems involving carrier concerns, product availability, pricing, and billing
- May serve as lead in projects like allocation report, stock reconciliation, and inventory management
- Proactively resolve customer issues, including complex ones, with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations, before escalating to a manager
- Process product returns using QAD according to regulatory and documentation requirements
- Work with operations and shipping teams to ensure orders are shipped timely and accurately
- Respond to customer complaints or concerns involving product quality with a sense of urgency, notifying all relevant parties and escalate complex situations when appropriate
- Enter customer account information for efficient billing and maintain related paperwork
- Participate in new hire training and serve as mentor for Customer Service Representatives
- Handle work challenges resourcefully prior to escalating to Customer Service Management
- Review, edit and improve training materials and department procedures/processes
- Handle customer and company matters with appropriate level of confidentiality
- Foster and contribute to a positive and collaborative organizational culture
Our take
Strokes pose a real and present threat to millions of people around the world, but many needs in stroke care are still not being met. Imperative Care is setting out to change this by developing innovative solutions for preventing and treating strokes.
Imperative Care was founded by an expert neuroendovascular surgeon and a serial entrepreneur, and its forward-facing technology and ambitious growth are testament to this partnership. Imperative has maintained a strong focus on physician-led care, developing its technology in close collaboration with working doctors. This has helped the company to identify and address key pain points in the existing stroke care system.
Imperative Care has scaled relatively quickly since it first launched, and this is a result of its rapid innovation cycle and its considerable funding success. Investment awarded to Imperative in 2024 will fuel its growth and product development in the coming years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2024
$150m
SERIES E
Jul 2021
$260m
SERIES D
Total funding: $498m
Company benefits
- Stock options
- 401k
- Health benefits
- Team events, competitions & activities
Company HQ
Campbell, CA
Leadership
Fred Khosravi
(CEO)Was Senior Product Development Engineer at Alcon, and Product Development Manager at Focal Therapeutics. Is currently Director of Instylla Medical.
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