Customer Service Representative

The Customer Service Representative (CSR) supports customers, internal stakeholders, and supply chain operations by managing orders, coordinating shipments, and serving as a key point of communication. This role plays a critical part in ensuring accurate order fulfillment, timely delivery, and clear documentation while adhering to FDA, ISO 13485, and company quality system requirements. 

Reporting to the Supply Chain Manager, this role works closely with Planning, Manufacturing, Warehouse, Quality, and Logistics teams to maintain seamless order‑to‑delivery execution. 

This will be a fully onsite M-F position at our Maple Grove, MN location.

Primary Duties and Responsibilities 

Customer Order Management 

• Processing customer orders accurately and in a timely manner 
• Reviewing orders for completeness, pricing accuracy, product availability, and compliance requirements 
• Entering and maintaining order details within ERP or order management systems 
• Communicating order acknowledgements, updates, and changes to customers 

Supply Chain & Logistics Coordination 

• Coordinating with Supply Chain, Warehouse, and Logistics teams to ensure on‑time shipment of products 
• Monitoring order status and proactively addressing delays, backorders, or discrepancies 
• Supporting domestic and international shipments, including required documentation 
• Assisting with returns, replacements, credits, and repair orders in accordance with approved procedures 

Customer Communication & Support 

• Serving as a primary point of contact for customer inquiries related to orders, shipments, and product availability 
• Providing clear, professional, and compliant communication with customers and internal teams 
• Escalating issues, service interruptions, or potential risks to the Supply Chain Manager as appropriate 

Documentation & Compliance 

• Maintaining accurate customer and order records in accordance with Good Documentation Practices (GDP) 
• Ensuring all activities comply with FDA QSR, ISO 13485, and company quality system requirements 
• Supporting audits and inspections related to order processing, customer records, and traceability 

Continuous Improvement & Team Support 

• Identifying opportunities to improve order accuracy, communication, and customer satisfaction 
• Participating in process improvement initiatives across customer service and supply chain functions 
• Supporting cross‑functional collaboration to improve customer experience and operational efficiency 

Work Environment 

• Work is performed in a warehouse and office setting
• Frequent computer and phone use 
• Ability to stand or sit for extended periods of time, often for the majority of the work shift.
• Working within a regulated, quality‑driven organization with strict documentation requirements 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Qualifications 

Required 

• High School diploma or GED 
• 2+ years of experience in customer service, order management, or supply chain support 
• Strong attention to detail and organizational skills 
• Excellent written and verbal communication skills 
• Ability to work effectively in a regulated, documentation‑driven environment 
• Proficiency with basic computer systems and order management or ERP software 

Preferred 

• Experience in medical device, pharmaceutical, biotech, or other regulated industries 
• Familiarity with FDA QSR, ISO 13485, or cGMP environments 
• Experience supporting domestic and international shipments 
• Experience working cross‑functionally with supply chain, warehouse, or manufacturing teams 

Compensation: 

Target base salary range: $20 - $24, plus eligibility for an annual short-term incentive (STI) targeted at 5% of base salary and equity participation. Final compensation will be determined based on experience and alignment with role requirements. Unfortunately, we are unable to sponsor work visas (OPT, H1B, etc.) at this time. 

What We Offer: 

• Opportunity to make a significant impact on the healthcare industry by advancing groundbreaking therapies. 
• Collaborative and dynamic work environment with a culture of innovation and excellence. 
• Competitive compensation package, including salary, performance-based bonuses, and stock options. 
• Career development opportunities and a chance to be part of a growing company that values its employees. 

Health and Wellness Offerings: 

• Medical, Dental, and Vision Offerings 
• Flexible Spending Account (FSA) 
• 401k + Company Match 
• Life, AD&D, Short Term and Long-Term Disability Insurance 
• Bonus Plan Eligibility 
• Employee Stock Option Plan 
• Paid Holidays & Vacation 
• Employee Assistance Program 
• Inclusive Team Environment