Job Description
Job DescriptionCustomer 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 RoleDelivering 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 CardioCommandActive 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 ConsiderationsThis is not a traditional reactive customer service role. Successful candidates demonstrateownership, execution discipline, adaptability, professionalism, and comfort operating in a highly visible small-company environment.