Customer Service Associate

Job Description

Job Description

About BPI Medical

BPI Medical is a leading provider of medical instrument and endoscope repair services. Founded in 1976 in Fife, Washington, we serve hospitals, surgery centers, and health systems across all 48 contiguous states with flexible endoscope repair, rigid endoscope repair, surgical instrument repair, power equipment repair, and mobile on-site service. We operate as an ISO 13485:2016 certified facility and are trusted by the U.S. Department of Veterans Affairs, MultiCare Health System, Virginia Mason Franciscan Health, and other anchor health systems to keep critical surgical and diagnostic equipment in service.

Our work directly supports patient care: every device that comes through our facility goes back into service, often the same week, ready for the next procedure. We are growing — significantly — and we are investing in the people, systems, and processes that will let us keep delivering on what has been our standard since 1976: it has to be right, and it has to be fast, no exceptions.

The Role

As a Customer Service Associate at BPI Medical, you are the day-to-day point of contact for the hospitals, surgery centers, and clinics that send us their instruments and scopes. You take the calls and emails, build the quotes and work orders, enter orders accurately, and follow up until the work is approved, completed, and back in the customer's hands. When a customer wants to know where their scope is and when it is coming back, you are the person who knows.

This is a high-visibility, detail-oriented seat inside a fast-paced repair facility. You work shoulder to shoulder with Shipping and Receiving, Repair Scheduling, Production, and Accounting, and you report to the Customer Service Manager, who you escalate to when an order needs a decision above your level. Accuracy, responsiveness, and follow-through are what the job runs on, and there is room to grow here for someone who consistently demonstrates all three.

What You'll Do

• Serve as a primary point of contact for customer inquiries by phone and email, responding promptly and professionally.
• Create and manage quotes, work orders, and purchase orders, and support pricing, billing, and invoicing in coordination with Accounting.
• Enter and update customer orders in internal systems with a high level of accuracy, and keep all documentation complete and properly maintained.
• Provide timely updates on order status, turnaround timelines, and service progress, and answer customer questions about pricing, repairs, and service offerings.
• Generate and follow up on purchase orders with clients so that submitted work gets approved and moves forward without delay.
• Coordinate daily with Shipping and Receiving, Repair Scheduling, Production, and Accounting to keep equipment moving through the repair cycle on schedule.
• Monitor open orders and follow up proactively, flagging discrepancies, delays, and missing approvals to the appropriate team.
• Maintain accurate records of customer interactions and order details, and review orders and documentation for completeness and correctness.
• Escalate complex pricing, quality, or relationship issues to the Customer Service Manager with the background needed to resolve them.
• Route customer complaints and qualityrelated feedback to QA promptly per the applicable procedure.
• Actively participate in BPI Medical's lean manufacturingoriented continuous improvement programs, including 5S, Kaizen, Kanban, valuestream mapping, and JIT, and surface recurring issues or bottlenecks you see in the workflow.
• Take on special projects as assigned; may be required to drive the company van to pick up packages.
What You Bring
• Minimum of one (1) year of customer service or administrative experience in a fastpaced environment where communication is required to move an order process along; two to three years preferred.
• High school graduate or equivalent.
• Strong attention to detail and organizational skills, with the ability to manage multiple open orders at once without losing track of any of them.
• Excellent written and verbal communication skills with both customers and internal teams.
• Proficiency with the Microsoft Office suite, particularly Outlook, Excel, and Word.
• Comfort working crossfunctionally with operations, production, and accounting, and a willingness to walk the floor to get an answer.
• Valid driver's license.
• Ability to move or transport goods and materials up to 50 pounds unaided.
Nice to Have
• Experience working in a manufacturing, repair, or other operationsdriven environment.
• Familiarity with ERP, MRP, or order management systems, particularly multipledepartment integrated systems.
• Exposure to healthcare, medical device, or another qualityregulated environment such as ISO 13485 or FDAregulated manufacturing.
Benefits

BPI Medical offers a comprehensive benefits package to eligible employees, including:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO) and paid holidays
• Life insurance and short and longterm disability coverage

Work Environment & Physical Demands

This is an indoor-based position located in BPI Medical's repair facility in Fife, WA. The work is a mix of sitting, standing, and walking, predominantly sitting at a desk-type workstation with highly repetitive computer keyboard use and continuous data entry, along with frequent interaction with internal teams throughout the facility. Picking up packages from FedEx and UPS requires entering, exiting, and operating a company van. Based on the relationship to manufacturing and production, the ability to move or transport goods and materials up to 50 pounds unaided is required; moderate but rare lifting up to 70 pounds unaided is important but not required. A flexible work schedule, based on work-flow and hospital demand, is required. Every BPI team member is expected to perform each assigned task safely, 100% of the time, and to partner immediately with management to redesign any work activity that raises a safety concern.

BPI Medical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.