Customer Service Associate

Customer Service Associate

Join VitalPath as a Customer Service Associate!

VitalPath is a trusted contract manufacturing partner that delivers high-quality complex catheter solutions around the world that save lives and restore patient health and vital function. We strive to treat every product we design and manufacture to the highest level of quality and awareness that these products are going to be used inside of a patient, possibly even our own family members.

Our employees impassioned hard work and dedication are at the core of our success. Every function within our organization plays a crucial role in our mission and is deeply valued for its contribution to achieving our shared goals of quality, innovation, continuous improvement, and operational excellence.

As a fast-growing organization, we bring harmony and standardization across VitalPath with a strong vision in mind - We are one VitalPath. We embrace our diversity, celebrate each others success, support one another through change, and continue to grow as a high-performing organization. If you're ready to contribute to groundbreaking medical advancements in a collaborative, fast paced environment, we invite you to apply and be part of our growth!

About the Position

The Customer Service Associate serves as a key point of contact for customers while also providing critical finance support in a hybrid role. This position is responsible for reviewing and processing customer purchase orders to ensure accuracy in pricing, quantity, and product specifications, as well as supporting sales activities such as quoting, order entry, and order acknowledgments. In parallel, the role contributes to core finance functions, including accounts payable processing, billing, revenue tracking, payment execution, and collections support. The individual collaborates cross-functionally with Commercial, Operations, Engineering, Supply Chain, Quality, and Finance teams to ensure seamless order execution, accurate financial transactions, and a high-quality customer experience. This role requires strong attention to detail, proactive communication, and the ability to manage both customer-facing and financial responsibilities while ensuring compliance with company policies, contractual requirements, and regulatory standards.

Work Location/Schedule

• This position requires the employee to be onsite at our VitalPath New Hope, MN location at the start of the position, but will then transfer to our Maplewood, MN location.
• Shift/Schedule: Monday-Friday day schedule
• VitalPath does not offer relocation assistance for this position.

Responsibilities

• Support the preparation and delivery of sales quotes, sales orders, and order acknowledgments (SOAs), ensuring alignment with customer requirements, pricing, and contractual terms.
• Review and process customer purchase orders for accuracy, including pricing, quantities, revisions, lead times, and service-level agreements; ensure compliance with approved quotes and contracts.
• Maintain and update order management systems (ERP), including sales order entry and ongoing data accuracy.
• Serve as a key point of coordination for customer communication, providing timely updates on order status, delivery schedules, pricing, and issue resolution while setting clear expectations.
• Proactively engage customers to support forecasting activities, including gathering demand forecasts and contributing to rolling forecast updates.
• Maintain and communicate updates on open order reports and rolling forecasts, ensuring alignment across Commercial, Operations, and Finance teams.
• Collaborate cross-functionally with Commercial, Operations, Engineering, Supply Chain, Quality, and Finance to resolve issues, improve processes, and enhance the overall customer experience.
• Generate and issue customer invoices in accordance with contractual terms; ensure accuracy of billing, revenue recognition, and financial data integrity.
• Support accounts receivable activities, including monitoring outstanding balances, initiating collections outreach, and escalating risks as appropriate.
• Process and code vendor invoices, maintain vendor records, and respond to inquiries while ensuring proper approvals and policy compliance.
• Assist in the execution of payment runs, ensuring timely and accurate processing and recording of financial transactions.
• Produce and analyze revenue and performance reports, investigate discrepancies, and identify trends, risks, and key insights for management.
• Collect, track, and analyze key performance metrics, supporting reporting and continuous improvement initiatives.
• Resolve customer, order, and financial discrepancies in a proactive manner, escalating issues when necessary.
• Ensure professional, timely communication with customers and internal stakeholders on a daily basis.
• Maintain compliance with company policies, quality standards, and regulatory requirements, including QMS, EMS, and other applicable systems.
• Support continuous improvement initiatives and broader company objectives; perform additional duties as assigned.

Required Qualifications

• Associate or Bachelor's degree or equivalent experience
• 1 - 3 years of experience in a Customer Service, Account Management, Operations, or related role
• Must have moderate to strong computer skills; Excel experience required.
• Must be highly organized, with strong attention to detail, excellent multi-tasking, problem-solving, and prioritization skills
• Strong verbal and written skills required with ability to communicate within all levels of the organization, have high integrity, strong interpersonal skills, and the ability to work autonomously
• Applicants must be able to make informed decisions in a fast-paced and strategic environment with a high sense of urgency
• Must be proficient in reading, writing, and speaking English
• Must be able to sit for 3-4 hours at a time or stand for 1-2 hours at a time
• Must be able to lift up to 25 pounds
• Local travel to other VitalPath facilities required

Preferred Qualifications

• Knowledge in Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, SharePoint, Teams, OneDrive, OneNote), Microsoft Dynamics 365 (Business Central), Salesforce, Adobe Acrobat

Compensation Package

• The hourly range for this position is $21 - $27 . The posted hourly range complies with federal and local regulations and may vary based on factors such as market conditions, level of experience and training, education, certifications, as well as internal and external equity.
• This position is eligible to earn an annual performance bonus based on meeting VitalPath's bonus performance plan.

Benefits

• Comprehensive, Low Cost Health and Dental Insurance Plans Available
• Vision Insurance
• Health Savings Account with company contribution
• Short and Long Term Disability
• Supplemental insurances (short term disability, AD&D, life insurance, MN paid family & medical leave, and more)
• Parental Leave
• Paid Time Off
• Minnesota Earned Sick & Safe Time
• Paid Holidays
• 401K with company match
• Opportunities for career growth and advancement