Customer Service Specialist - Remote, USA

Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. The company was founded in 2016 to address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast amounts of healthcare resources each year. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology.

Are you ready to change the future of kidney stone treatment? We are seeking high achievers who want to be part of a dynamic team working in a fun, diverse atmosphere.

Summary:

This role serves as the primary point of contact between customers, sales, and internal teams, ensuring accurate and timely order fulfillment while maintaining high levels of customer satisfaction. By managing order workflows, resolving service issues, and supporting related processes such as account setup and equipment tracking, this position plays a critical role in driving operational efficiency and supporting overall business success.

In This Role, You Will:

• Responsible for customer order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers, sales and cross functional departments. Generate weekly report for sales on open billable orders.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of all delays and changes made to an order.
• Collaborate with Customer, Sales, Legal and Finance to support the New Account setup process
• Work with 3PL, supply chain, sales as needed to manage customer expectations and ensure order fulfillment requirements are met and system records are updated.
• Maintain Customer Equipment records and facilitate the upgrade process when appropriate.
• Support Equipment Evaluation program and coordinate the shipment, return or purchase conversion with Sales and Customers.
• Investigate and process Credits, Debits and Returned Goods Authorizations in a timely manner.
• Facilitate trunk stock requests and conduct monthly trunk stock audits and reconciliation with sales. Generate monthly reports to leadership on reconciliation performance.
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information and timely follow up.
• Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operation Procedures.
• Maintains knowledge of and adheres to all processes, policies and procedures.
• Escalates issues as necessary for guidance from others.
• Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements.
• Other duties as assigned.

Who You Will Report To:

• Customer Service Manager

Requirements:

• Education: High school diploma
• Minimum 5 year's experience in a customer service role in the medical device or durable medical equipment industry or equivalent combination of education and experience
• Work location: Remote (West Coast)
• Travel: 10%
• Full time employment
• Excellent interpersonal and phone etiquette skills.
• High degree of attention to detail and ability to multi-task in a fast-paced environment
• Problem Resolution, follow-up, planning and organizational skills, including ability to meet deadlines.
• Must be able to work independently and on a team utilizing effective time management.
• Must be proficient with typing and the use of MS Word, Excel, Outlook, Teams.
• Must have ability to learn quickly and adapt to new technologies and applications.
• Netsuite, SalesForce, QuickBooks system experience preferred
• Must be able to work at a computer workstation for extended periods of time.
• Medical Device experience required.
• Compliance with relevant county, state, and Federal rules regarding vaccinations.

What We Offer:

At Calyxo, you will be part of a knowledgeable, high-achieving, experienced and fun team.  You will work in a diverse work environment with experienced, proven leaders and have an opportunity to shape our company culture.  You will experience constant learning and dynamic challenges to help you grow and be the best version of yourself. 

We also offer an attractive compensation package, which includes:

• A competitive hourly rate between $28.46 - $33.65 and variable incentive plan
• Stock options – ownership and a stake in growing a mission-driven company
• Employee benefits package that includes 401(k), healthcare insurance and paid vacation

Calyxo is deeply committed to fostering an environment where diversity and inclusion are not only valued but also prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways. Diverse viewpoints bring diverse capabilities, which strengthen our focus and fuel our growth. 
 
Calyxo is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics

Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

Disclaimer:

At Calyxo, we prioritize a transparent and structured interview process to ensure the best fit for both our candidates and our team. Please be aware of the following:

• Structured Interview Process: Our hiring process includes multiple stages of interviews where you will have the opportunity to communicate directly with Calyxo employees. This ensures that you gain a comprehensive understanding of the role and our company culture.
• Verification of Identity: We do not extend job offers without first meeting candidates, either virtually or in person. This step is crucial to maintain the integrity of our hiring process and to ensure mutual alignment.
• Beware of Scams: Calyxo will never request sensitive personal information, such as your full name, address, phone number, or identification documents, via email or online forms before an official interview. Calyxo representatives will always contact you using an email format of [email protected]. If you receive a request for information from any other domain, please contact us directly at [email protected] to verify the legitimacy of the communication.

We appreciate your interest in joining Calyxo and look forward to getting to know you through our official channels.