Customer Support Coordinator

Warehouse And Customer Support Coordinator

Diality is a medical device company focused on developing solutions to improve lives impacted by kidney disease. Diality offers the Moda-flx Hemodialysis System, a user-friendly, mobile, and connected hemodialysis system designed to maximize clinical flexibility and ease-of-use for both clinical and non-clinical users. The Moda-flx Hemodialysis system combines flow rate capabilities of conventional in-center dialysis devices with a fully integrated reverse osmosis (RO) water filtration system to provide a broad range of prescriptions and meet the needs of any professional dialysis care setting.

The Warehouse and Customer Support Coordinator, located in Irvine, CA will report to the Director of Customer Operations and be responsible for ensuring the efficient and secure handling of our innovative hemodialysis system.

As a Warehouse and Customer Support Coordinator, you will be managing the inventory transactions of a warehouse including accepting inbound shipments, performing incoming acceptance/inspection procedures, performing inventory management activities, and the preparation and coordination of outbound shipments to our customers. You will also be part of the team that will provide exceptional customer support by answering incoming calls and emails for customer orders and shipping questions.

Responsibilities

Shipping and Receiving:

Assist in the processing of incoming and outgoing shipments, including accurate documentation and coordination with carriers and couriers.

Inventory Management

Maintain accurate inventory records, conduct regular stock counts and ensure the timely replenishment of stock levels.

Assist with material movement and other inventory-related activities at the Irvine facility.

Ensure that inventory is well controlled and organized.

Manufacturing Support

Pull and stage parts from inventory to support Manufacturing requirements.

Provide additional hands-on operational support as Manufacturing needs evolve.

Quality Control

Assist with incoming and outgoing shipments for quality and compliance per company procedures.

Complete necessary documentation related to inventory and quality records.

Tier 1 Customer Support:

Provide exceptional and timely tier 1 customer support to address customer inquiries, process orders, resolve issues, and assist customers with questions.

Effectively manage inbound calls, emails, and other communication channels to ensure customer inquiries are addressed promptly and professionally.

Compliance:

Adhere to all safety protocols, including the proper handling and storage of medical devices and the use of personal protective equipment (PPE).

Ensure all warehouse activities comply with company policies and relevant regulations, including those pertaining to medical device storage and transportation.

Internal Projects and Initiatives: as assigned by manager.

Requirements

Knowledge of medical device shipping and receiving requirements, warehouse safety regulations, production control processes, and industry best practices

Ability to operate a forklift

Ability to provide professional phone and written support to medical professionals.

Experience with SaaS based software systems and CRMs and ERPs. NetSuite experience a plus.

Strong interpersonal and communication skills, both written and verbal.

Ability to manage multiple tasks simultaneously with an emphasis on prioritization

Ability to work independently, solve problems, and make decisions.

Strong organizational skills and attention to detail.

Excellent communication and teamwork skills

Education & Experience

High school diploma or work experience equivalent (Bachelor's degree in a related field is a plus).

1 3 years prior experience in warehouse coordination or a similar role is required.

Prior experience in a customer support role a plus

Travel

No air travel necessary for this position

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Will require walking, primarily on a level surface for periods of time throughout the day. The employee will be required to stand, walk, climb or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift up to 75lbs.

The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of duties performed for this position.