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Mobia Medical is a commercial-stage medtech company delivering FDA-approved implantable stroke recovery solutions. The Vivistim® Paired VNS™ Therapy combines targeted vagus nerve stimulation with functional movement to promote neuroplasticity and improve motor recovery in chronic ischemic stroke survivors with moderate to severe upper limb impairments.
The Senior Customer Service Specialist plays a critical role in delivering exceptional service, building strong customer relationships, and supporting customer satisfaction and loyalty. This position serves as a key point of contact for internal and external customers, managing inquiries, coordinating order fulfillment, resolving issues, and ensuring timely and accurate communication.
Key responsibilities include:
**Order Fulfillment and Product Delivery:** Serve as primary point of contact for internal and external customers, providing timely and professional support. Receive, process, and confirm customer orders via email or telephone. Coordinate with the Distribution Center to facilitate order processing, shipment scheduling, and product delivery. Respond to product-related inquiries including pricing, availability, catalogs, and MRI compatibility information. Identify, document, and escalate product quality complaints in accordance with quality procedures. Investigate and resolve shipping discrepancies, freight issues, and carrier concerns. Provide timely assistance with urgent customer requests, coordinating with appropriate internal teams and field personnel. Collaborate with Sales, Marketing, Engineering, Distribution, Quality, and other departments to address customer needs.
**Field Inventory Management:** Support field inventory operations by maintaining accurate records and following established procedures. Monitor and coordinate inventory movement between the Distribution Center, field personnel, and customer locations. Partner with Sales and Commercial Operations to support inventory availability and ensure adequate product coverage for scheduled procedures. Maintain working knowledge of company products, inventory processes, and applicable policies. Collaborate cross-functionally to support inventory-related initiatives and operational improvements.
**Data Management & Analytics:** Maintain and monitor data accuracy and integrity within Salesforce and other business systems. Review field and customer inventory levels to identify shortages, discrepancies, or improvement opportunities. Utilize reporting tools and data analysis to support inventory visibility, order accuracy, and operational efficiency. Identify opportunities to streamline processes and enhance operational effectiveness. Contribute to continuous improvement by recommending and implementing best practices.
Work Arrangement: Hybrid position requiring a minimum of two days per week onsite at the Fridley, MN facility, with flexibility to work remotely for the remainder of the week.
**Requirements:**
- Previous customer service experience within the medical device industry
- Bachelor's degree and a minimum of three years of relevant customer service experience, or equivalent combination of education and experience
- Working knowledge of FDA regulations and quality requirements applicable to the medical device industry
- Excellent verbal and written communication skills, with ability to interact professionally with internal and external stakeholders
- Proficiency in Salesforce, Microsoft Office applications, and Excel
- Experience working with an Enterprise Resource Planning (ERP) system
- Strong organizational skills, attention to detail, and ability to manage multiple priorities effectively
- Demonstrated reliability, integrity, accountability, and strong work ethic
- Ability to maintain a positive, solutions-oriented approach in a fast-paced environment
- Proactive problem-solving skills and ability to work both independently and collaboratively
- Ability to travel domestically approximately 2–3 times per year
**Preferred Qualifications:**
- Experience with NetSuite ERP software
- Experience supporting contract administration or contract-related processes
- Advanced Excel skills, including data analysis and reporting
