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Customer Service Specialist

Charlestown, MA

As a Customer Service Specialist, you will be responsible for managing transactions for our customers leveraging both NetSuite and SalesForce in support of our medical device technology. This role will be a critical interface for our customers and will collaborate with cross functional associates from Commercial, Engineering, Finance, Operations and Program Management. The ideal candidate will be a passionate self-starter who is excited to work in a rapidly developing organization. This role is expected to work onsite at our headquarters in Charlestown, MA.

Key Responsibilities:

  • Function as the Order Administrator utilizing our NetSuite system. Key tasks include:
    • Actively monitor the electronic order mailbox
    • Enter orders into system
    • Manage order progress including questions/concerns as first line of contact
    • Help develop process for managing customer site inventory levels
  • Function as the administrator for the RMA process including:
    • Process field RMA requests utilizing SalesForce (SFDC) platform
    • Oversee physical return process ensuring compliance to internal policy including quarantine & quality requirements
    • Assist in monthly meeting deliverables
  • Manage Planned Site Activities leveraging SalesForce (SFDC) platform. This includes:
    • Site installs
      • Open/close site installation cases
      • Ensure related records are up to date
      • Coordinate with operations needed materials
    • Technical Service Bulletins (TSBs)
      • Ensure TSBs received are complete, information is useful for Field Service Engineers (FSEs) to execute
      • Ensure Materials are in-house prior to TSB release to field
      • Open/Close SFDC cases for TSB implementation
      • Track TSB thru closure
      • Submit TSB to TSB author for obsolescence in quality system
      • Manage and report out TSB implementation across sites
      • First point of contact for FSEs w/questions on TSBs
    • Manage site preventive maintenance schedule & cases
  • Establish, develop, and maintain procedures and troubleshooting documentation
  • Manage backorder process
  • Phone support triage – assist alongside other customer service associates
  • Other duties as assigned

Preferred Qualifications:

  • Lives in Boston
  • Four-year college degree preferred.
  • Must be comfortable with basic software programs and Microsoft operating system. NetSuite and SaleForce experience a plus.
  • Experience in healthcare, field service, engineering, biomedical, maintenance, customer service, electronics, electrical, technical work, and IT is beneficial for this position.
  • Good written/verbal communication, organization, and prioritization skills
  • Effective customer service skills and a positive attitude
  • Self-motivation and ability to manage multiple deliverables
  • Ability to learn on the job
  • Enjoys working with diverse employee and customer populations
  • Strong time management and attention to detail
  • Interest in learning an engineering skillset or previous experience troubleshooting medical or mechanical devices is a strong plus

Target Salary Range: $52-$72K annually. Compensation to be determined based on experience.

About Selux:

Antibiotics are lifesaving drugs, but rapidly emerging antimicrobial resistance is threatening that reality. Selux’s mission is to preserve the lifesaving efficacy of antibiotics by providing diagnostic results in hours, rather than days, and we are building a multidisciplinary team of talented individuals to help achieve this mission.

Joining the Selux team will give you an opportunity to harness your talent and advance your career by working in diverse groups of high-performing teammates tackling the most important healthcare challenges.

The customers and patients we serve have diverse life experiences and so do we. Selux is focused on hiring talented people from a wide range of backgrounds and providing an environment where everyone feels that they belong. We offer a competitive benefits package including healthcare, 401K match, stock option grants, open paid time off and supportive family leave policies.

Vaccination for COVID-19 is a requirement of employment.

Selux Diagnostics is proud to be an inclusive workplace and an Equal Opportunity Employer.

Our Values

We believe every member of the Selux team is an essential contributor to our vision of preserving the lifesaving power of antibiotics and that our strength lies not only in what we do, but how we do it. These values represent the way that Seluxors approach their work. If you're someone who is relentless, collaborative, and adaptable, Selux might be just the place for you! 

  • Relentless in the pursuit of our mission: We know that every second counts for patients and we are dedicated to saving lives and fighting antimicrobial resistance.
  • Collaboration drives innovation: We’re people people through and through. We love to work and play together and believe we are capable of more when we join forces as a community.
  • Adapt with grace: The only way to achieve our goals is by staying flexible and positive when faced with uncertainty. We see challenges as opportunities to grow.

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