Customer Success Representative

W2 Contract

Salary Range: $72,800 - $81,100 per year

Location: Mountain View, CA - Remote Role

Shift: 7:00am – 3:30pm

Duties and Responsibilities:

• Provide outstanding customer service to external and internal customers with pre- and post-sales support.
• Accurately process customer purchase orders, delivered orders (bill only), sales replenishment orders (trunk stock), and returned goods requests in the company’s ERP system.
• Verify pricing, terms, and conditions of purchase orders and contracts to ensure proper entry transactions and updates to customer material master data.
• Collaborate directly with the sales rep to confirm order details and respond to inquiries accurately, promptly, and professionally.
• Set up new customer accounts and maintain accurate records, including contacts, addresses, pricing, and terms in the ERP system.
• Proactively follow up with customers and/or sales reps on open issues to ensure satisfaction.
• Notify the Quality team promptly of product complaints and work with them to ensure timely product returns from the sales force.
• Partner with logistics to ensure product delivery is timely and accurate.
• Build strong team relationships and collaborate with Operations, Logistics, Finance, Sales, Quality/Regulatory, Marketing, and other departments.
• Monitor field inventory (trunk stock), send reminders for expiring products, and conduct quarterly inventory audits and reconciliation.
• Research equipment (Console), confirm correct inventory location (Bin), and handle replacements, exchanges, or returns upon request.
• Support field sales with quotes, documentation requests, customer information, and special inquiries.
• Partner with assigned sales regions on delivered order follow-up, field inventory movements, shipments, audits, reconciliation, and expiration tracking.
• Ensure compliance with company policy and procedure.
• Adhere to departmental and company policies, knowing when flexibility or support is needed.

Requirements and Qualifications:

• High school diploma/GED or equivalent customer service/success experience required.
• 4+ years of customer service experience in medical devices or medical manufacturing.
• Proven ability to work cross-functionally with a customer-driven focus and sense of urgency.
• Strong interpersonal and communication skills (listening, written, verbal).
• Ability to manage multiple priorities and perform effectively under pressure.
• High attention to detail with strong problem-solving, documentation, and follow-up skills.
• Quality-focused with adherence to regulatory guidelines.
• Reliable, steady, and able to work independently or as part of a team.
• Experience with NetSuite and Salesforce is preferred.
• Proficiency in PowerPoint, Excel, and Word.

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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