Benefits:

• 401(k) matching
• Company parties
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Customer Care Specialist
 Position Description & Role Expectations


Department: Supply Chain
Reports To: VP, Supply Chain & Customer Service
Location: Tampa Bay / Onsite
Employment Type: Contract (with potential for Contract‑to‑Hire)

Mission of the Role

Delivering end-to-end ownership of customer relationships through disciplined customer management, accurate order execution, proactive communication, and measurable performance standards supporting CardioCommand growth objectives. This role operates in a highly visible, fast-paced environment requiring ownership, adaptability, and strong execution discipline.

Customer Management at CardioCommand

Active ownership and coordination of all customer-related activities from inquiry and quotation through order execution, product support, Return Material Authorizations (RMAs), shipment completion, and ongoing communication.

Essential Responsibilities

·         Quote Management: Coordinate and follow up on customer quotations and inquiries.
·         Order Ownership: Enter and monitor customer orders through completion.
·         Customer Communication: Support inquiries, product questions, acknowledgements, status updates, and proactive communications.
·         Order Visibility & Follow-Up: Review open orders and monitor inventory, production status, and shipment readiness; escalate risks impacting commitments.
·         Cross-Functional Coordination: Partner with Production, Supply Chain, Shipping, and Doc Control to support customer commitments.
·         Priority Management: Adjust workload based on customer priorities and business needs.
·         RMA Coordination: Initiate and coordinate RMAs, manage communications and documentation, and ensure RMAs are tracked and progressed according to expectations.
·         Issue Resolution: Escalate concerns early and drive timely resolution.
·         Daily Execution Discipline: Maintain required tracking tools and workflows and complete follow-ups with urgency and accountability.
·         Business Support: Support revenue opportunities through timely response and visibility.

What Success Looks Like

·         Accurate order processing with minimal errors or rework
·         Proactive customer communication and order visibility
·         Quotes, inquiries, and support requests responded to within expectations
·         RMAs and customer issues tracked through completion
·         Risks identified and escalated early
·         Strong ownership, urgency, adaptability, and follow-through

Skills & Competencies

·         Ownership & Accountability
·         Execution & Follow-Through
·         Attention to Detail
·         Prioritization & Time Management
·         Systems & Process Discipline
·         Professional Communication
·         Team & Cross-Functional Collaboration
·         Adaptability
·         Self-Awareness & Receptiveness to Feedback
·         Customer Focus

Qualifications

·         High school diploma or equivalent required; Bachelor’s degree in business, communications, or a related field preferred
·          5+ years of customer service, order management, coordination, or related experience in manufacturing, medical device, industrial, or other regulated environments preferred
·         Equivalent combinations of education, training, and experience will be considered
·         ERP/MRP, QuickBooks, inventory, or order management system experience
·         Microsoft Excel, Outlook, and Word proficiency
·         Strong written and verbal communication skills
·         Ability to manage multiple priorities in a fast-paced environment

Culture & Team Expectations

·         Take ownership and drive responsibilities through completion
·         Demonstrate execution, responsiveness, and consistent follow-through
·         Adapt quickly to changing priorities and business needs
·         Work collaboratively and support team and cross-functional objectives
·         Communicate professionally and proactively
·         Embrace accountability, feedback, and continuous improvement
 
Candidate Profile & Selection Considerations
This is not a traditional reactive customer service role. Successful candidates demonstrate
ownership, execution discipline, adaptability, professionalism, and comfort operating in a highly 
visible small-company environment.