Customer Relations Specialist

Department: Customer Service / Commercial Operations

Reports To: Sales & Customer Service Manager / Sales Director Orthopedics

Position Summary: The Customer Relationship Specialist serves as a primary point of contact for customers within a medical device manufacturing environment, managing customer relationships throughout the order lifecycle. This role is responsible for ensuring exceptional customer service through proactive communication, accurate order management, issue resolution, and cross-functional collaboration with internal teams. The Specialist acts as a trusted customer advocate, balancing customer expectations with operational capabilities to ensure a positive customer experience. This position is well suited for a professional with customer service or commercial operations experience who is looking to expand their expertise in manufacturing, supply chain, and regulated medical device environments.

Essential Duties and Responsibilities: Serve as the primary customer contact for assigned accounts, managing inquiries related to orders, shipments, pricing, and account and manage customer purchase orders within ERP and CRM systems while ensuring accuracy and adherence to established service level monitor order status and communicate production schedules, shipping updates, delivery timelines, and potential delays to customers. Build strong working relationships with customers by providing responsive, solution-oriented support and maintaining regular with Manufacturing, Supply Chain, Quality, Engineering, Finance, and Sales to resolve customer issues and coordinate timely solutions. Support customer complaint intake, documentation, and follow-up activities in accordance with Quality Management System (QMS) procedures and regulatory requirements. Maintain accurate customer records, Device History Record (DHR) documentation, correspondence, and transactional customer reports, account summaries, order status updates, and service metrics to support customer communications and business reviews. Assist with new customer onboarding, account setup, and ongoing account maintenance activities. Identify opportunities to improve customer satisfaction, operational efficiency, and internal processes through continuous improvement compliance with FDA regulations, ISO 13485 requirements, company policies, and quality standards. Participate in cross-functional projects, departmental initiatives, process improvements, and ongoing professional development activities.

Education: Bachelor's degree in Business Administration, Communications, Healthcare Administration, Supply Chain, or a related field preferred. Equivalent combination of education and experience will also be considered.

Experience: 3–5 years of customer service, customer support, account coordination, commercial operations, order management, or related experience. Experience supporting customers in a manufacturing, medical device, healthcare, life sciences, pharmaceutical, or other regulated environment preferred. Experience working with ERP and CRM systems in a customer-facing environment is preferred. Demonstrated experience managing customer accounts, resolving complex issues, and coordinating with cross-functional teams. Knowledge, Skills, and Abilities: Excellent verbal, written, and interpersonal communication skills. Strong customer relationship management and account support abilities. Proven ability to prioritize multiple responsibilities in a fast-paced manufacturing environment. Strong organizational skills with exceptional attention to detail and accuracy. Working knowledge of order management, production scheduling, inventory, and supply chain processes. Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and Teams. Experience using ERP systems such as SAP, Oracle, NetSuite, Microsoft Dynamics, or similar to analyze customer issues, identify root causes, and coordinate effective solutions. Strong problem-solving, critical-thinking, and decision-making skills. Ability to build collaborative relationships across multiple departments. Ability to maintain professionalism, confidentiality, and sound judgment when handling customer to occasionally travel domestically and internationally