Customer Solutions Specialist I

Job Description:

SUMMARY

Confluent Medical Technologies India Pvt Ltd is a 100% owned subsidiary of Confluent Medical Technologies Inc. (HQ in Scottsdale, Arizona - https://confluentmedical.com/). We are urgently looking for a Customer Solutions Specialist I to join our team. You may be who we are looking for!  

Responsible for providing service and feedback to internal and external customers, and will be the primary support for the Account and Sales Directors. Develops and maintains positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Candidate will review customer RFQs, analyze cost, recommend price, prepare quotations, enter sales orders to process customer POs, and send order acknowledgements. Assists with customer complaints, changes to delivery schedule, billing and accounting questions. Maintains customer records.

DUTIES & RESPONSIBILITIES:

• Effectively manage incoming requests and identify and assess customer`s needs to achieve satisfaction.
• Nurture customer relationships, and respond to customers in an enthusiastic, timely manner.
• Scope and cost new opportunities for nitinol materials, ensuring all our loaded in the system.
• Prepare quotations, process orders, and send order confirmations in accordance with company metric goals.
• Follow up with customers on status of quotations to ensure follow through of wins with PO, or reason for losses.
• Manage inquiries for on-hand inventory and orders. Coordinate when customers request documentation, tracking #s, invoices, and certificates of conformance.
• Resolve product or service problems by clarifying the customer’s complaint and engaging internal teammates; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure POs, Quotes, and Order Acknowledgements are archived in the system.
• Provide open order reports to customers, as requested, proactively communicating delays.
• Contribute to internal process and system improvement projects.
• Responsible for ensuring personal and company compliance with local and company regulations, policies and procedures for Health, Safety and Environmental compliance.

REQUIREMENTS:

• Highly responsive customer service attitude
• Excellent attention to detail and follow through
• Ability to stay organized and effectively manage workload
• Experience in delivering client-focused solutions based on customer needs
• Demonstrated ability to communicate effectively, both internally and externally
• Excellent verbal and written communication skills for customer emails and phone calls
• Ability to manage multiple priorities in a fast-paced environment
• Analytical skills to evaluate specifications, prepare cost estimates, and evaluate pricing
• Strong understanding of internal and external manufacturing operation systems & processes
• Reliable internet connectivity for hybrid remote work
• Ability to accommodate hybrid schedule with shifted hours to provide coverage to multiple time zones
• Microsoft Office skills, particularly Excel
• ERP/CRM/database experience
• BA/BS degree or equivalent experience
• 2+ years of experience medical devices or a related field is a plus

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This role supports internal and external customers across multiple global time zones. As part of a flexible work arrangement, employees may adjust their work schedules to ensure effective collaboration and overlap with key stakeholders, including team members and management located in North America. While standard working hours are based in India, the position requires flexibility to accommodate recurring meetings, customer interactions, and business-critical discussions outside traditional local business hours.

COMMENTS: This job description is an outline of the major recurring responsibilities of the job.  It is not intended to be all‑inclusive of the work to be performed.  Similarly we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive.  The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.