Customer Success & Logistics Specialist

XRHealth

Needham, MA, USA

Published: 6/14/2022

Job Description

About the Role

XRHealth is seeking a proactive and detail-oriented Customer Success & Logistics Specialist to oversee product lifecycle logistics, optimize technical onboarding for VR systems, and support early-stage customer engagement strategy. This role plays a critical part in enhancing customer experience, refining operational workflows, and providing analytical and strategic insights across logistics, support, and sales development functions.

Key Responsibilities

Inventory & Warehouse Management

Develop, implement, and manage logistics and inventory workflows using software tools.

Analyze inventory trends and improve processes around shipping efficiency.
Implement and enforce inventory management best practices.
Conduct quality control checks for defects, accuracy, and packaging standards.
Coordinate shipments to and from customers and track delivery progress.

Technical Onboarding & Support

Conduct headset setup and onboarding calls with customers, guiding them through initial configuration.

Provide first-level troubleshooting for VR devices.

Serve as the first point of contact for technical issues related to logistics or device performance.

Process Documentation & Improvement

Document logistics workflows, headset setup protocols, and customer onboarding procedures.

Periodically update policies and help streamline operations for efficiency.

Sales Development Activities

Conduct initial outreach to new leads via email, phone, and messaging platforms to introduce XRHealth’s solutions.

Schedule discovery or demo calls for the Sales team by qualifying inbound leads and following up on outbound campaigns.

Document and maintain customer interactions and lead status in CRM systems.

Collaborate with the Marketing and Sales teams to refine outreach scripts, templates, and lead nurturing processes.

Help identify potential upsell or cross-sell opportunities during customer onboarding and support interactions.

Share customer feedback and prospect insights with the broader team to inform sales and marketing strategies.

Qualifications

Experience in logistics, warehouse operations, or order fulfillment.

Previous experience using a CRM and inventory management or shipping software (a plus).

Healthcare customer support/service experience a plus.

Technically proficient and comfortable with device setup and customer onboarding.

Excellent attention to detail and problem-solving skills.

Organized, team-oriented, and eager to define and improve processes.

Basic knowledge of VR headsets and common troubleshooting steps.

Able to lift up to 20 lbs.

Bachelor’s degree (or equivalent) preferred.

Availability to work on-site in Needham, MA (9 AM – 5 PM) with flexible hours available.

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