Customer Operations Specialist

About Elevaris Medical Devices

Tired of working at a "good" job?

At Elevaris, our goal is not to be good, it's to be extraordinary.

Extraordinary performance comes from extraordinary people. And the foundation for extraordinary people is extraordinary culture. Our values describe the behaviors that define our unique culture. They are what set us apart and what makes us trusted leaders in our field.

Elevaris Medical Devices is leveraging a legacy of trust and expertise to usher in a new era of precision medical device development and manufacturing capabilities. We are development and engineering experts focused on delivering precision solutions to our medical device customers. Elevaris Medical Devices is one of the world's leading manufacturers of made-to-spec procedural needles. Beyond needles, we are also a Contract Development and Manufacturing Organization (CDMO) to industry-leading, multi-national healthcare companies, global original equipment manufacturers (OEMs), and emerging technology companies. We also distribute a wide range of complementary pharmaceutical products, surgical instruments, and medical supplies.

Please note this position is onsite in Wilmington MA

ROLE PURPOSE 

The Customer Operations Specialist provides accurate, responsive operational support to the Customer Experience team and its customers. This role handles customer and order data, routine inquiries, order entry, fulfillment tracking, and required documentation while coordinating closely with Key Account Success Managers and Customer Account Specialists. Through dependable execution, timely communication, and attention to detail, the specialist helps deliver a seamless customer experience and supports consistent, compliant account operations.

KEY RESPONSIBILITIES & ACCOUNTABILITIES 

Order Entry & Customer Account Administration

• Complete customer setup, order entry, pricing verification, contract review administration, and fulfillment tracking for assigned or delegated accounts.
• Maintain accurate order and customer information in ERP/CRM systems, verifying required inputs and escalating discrepancies.
• Prepare and issue routine order confirmations within approved procedures and assigned decision rights.
• Accountable for accurate, timely order processing and complete customer account records.

Customer Communication & Inbox Management

• Monitor and acknowledge assigned Sales, Order Entry, Connect, and Customer Service inbox inquiries in accordance with team service standards.
• Respond to routine customer requests and provide proactive order and shipment updates, particularly for smaller or tail accounts.
• Route complex requests and account-specific issues to the appropriate Key Account Success Manager, Customer Account Specialist, or functional partner.
• Accountable for responsive first-line communication, complete inquiry tracking, and reliable follow-through.

Shipment & Fulfillment Support

• Track open orders, backlogs, shipment status, and proof of delivery; coordinate routine updates with Shipping and Supply Chain.
• Support drop-shipment and fulfillment coordination and assist colleagues with shipment tracking and expediting requests.
• Identify routine order, shipment, and invoice discrepancies and resolve within established procedures or escalate promptly.
• Accountable for dependable fulfillment visibility and timely support of customer order requirements.

Customer Documentation & Compliance Readiness

• Provide approved customer documentation such as certificates, shipment records, and proof of delivery.
• Maintain complete and accurate transaction records and supporting documentation for audit and compliance readiness.
• Coordinate documentation questions with Quality, Engineering, or other accountable teams when technical approval is required.
• Accountable for accurate documentation handling and appropriate escalation of regulated or technical questions.

Data Accuracy, Reporting & Team Support

• Generate basic reports on orders, backlog, fulfillment, and responsiveness and flag unusual or missing information.
• Support Commercial and Customer Experience colleagues with inventory availability requests, sample orders, and assigned administrative activities.
• Identify recurring workflow issues and contribute practical improvements to order accuracy, response times, and team coordination.
• Accountable for reliable system data, timely operational reporting, and consistent support of team service standards.

DECISION RIGHTS & KEY RELATIONSHIPS 

• Decide: Process routine customer setup, order entries, acknowledgements, and approved order confirmations within established procedures.
• Partner: Work with Key Account Success Managers, Customer Account Specialists, Shipping, Supply Chain, Commercial, and QARA as needed.
• Coordinate: Track orders, shipment documentation, inbox requests, and delegated account tasks.
• Escalate: Refer nonroutine pricing, contract, quality, delivery commitments, and customer disputes to authorized account owners or functional leaders.

WHAT SUCCESS LOOKS LIKE 

• Customer inquiries and shared inbox requests are acknowledged and routed promptly.
• Order entry, customer records, and documentation are accurate and complete.
• Customers and account owners receive reliable shipment and backlog updates.
• Routine issues are resolved efficiently, and complex matters are escalated early.
• Reporting and workflow improvements support higher responsiveness and order accuracy.

CAPABILITIES & QUALIFICATIONS

Minimum Requirements

• Education: Relevant postsecondary education or equivalent practical experience.
• Experience: 1–3 years in customer service, order management, sales support, or administrative operations; equivalent practical experience considered.
• Technical/Functional Skills: Accurate order entry and customer data management; ERP proficiency; customer communication; prioritization; documentation handling; basic reporting and problem-solving.
• Language Requirements: Professional English communication skills for customer and internal coordination.

Preferred Qualifications

• Experience in manufacturing, medical devices, or regulated customer documentation.
• NetSuite or similar ERP experience; exposure to shipping and fulfillment coordination.
• Experience supporting multiple account owners and shared customer inboxes.

HOW WE WORK

At Elevaris, what we accomplish matters — and so does how we accomplish it. Every employee is expected to demonstrate our Values of Integrity, Invested, Inclusion and Ingenuity through their everyday decisions, behaviors and interactions.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS 

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made in accordance with applicable local laws.

• Regular use of computer and communication tools
• Ability to work independently and/or in a team environment
• Additional requirements may vary by role and location

GLOBAL COMPLIANCE & EQUAL OPPORTUNITY

Elevaris is committed to providing equal employment opportunities in all locations where we operate. We do not discriminate on the basis of any characteristic protected by applicable local laws.

An Equal Opportunity Employer/Contractor: Elevaris believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination. Disabled applicants may request any reasonable accommodation needed to enable them to complete the application process