CUSTOMER SERVICE/INVENTORY SPECIALIST

Job Description

Job Description

CUSTOMER SERVICE & INVENTORY SPECIALIST

ABOUT SURFACIDE

Surfacide is a leading med-tech and infection prevention company, delivering innovative UV-C disinfection and infection prevention solutions to hospitals and healthcare systems worldwide.

Position Summary

The  Customer Service & Inventory Specialist serves as a critical link between Surfacide customers and our internal service, logistics, and operations teams. This role combines exceptional customer service with hands-on responsibility for inventory management, order fulfillment, service parts, and product support.

The ideal candidate is professional, highly organized, detail-oriented, and comfortable balancing customer needs with day-to-day inventory and operational responsibilities. This individual will help ensure customers receive timely and accurate support while maintaining inventory accuracy and efficient movement of products, parts, and equipment.

This position plays a key role in customer satisfaction, inventory control, operational efficiency, and adherence to Surfacide's quality and regulatory standards.

Key Responsibilities

Customer Support & Communication

• Serve as a primary point of contact for customers via phone, email, and remote support channels.
• Provide professional, empathetic, and solution-oriented customer service to clinical, technical, and administrative users.
• Respond to customer inquiries regarding products, service needs, replacement parts, orders, shipments, and general support.
• Accurately document customer interactions, issues, and resolutions within CRM and service systems.
• Communicate clearly with customers regarding troubleshooting steps, order or service status, timelines, and next actions.
• Escalate complex or unresolved issues appropriately while maintaining ownership and follow-through.
• Coordinate with sales, service, logistics, and other internal teams to ensure customer needs are addressed efficiently.

Inventory Management & Control

• Maintain accurate inventory records for finished goods, service parts, components, accessories, and other materials.
• Perform routine inventory counts and cycle counts and investigate discrepancies.
• Receive incoming inventory and verify quantities and condition against purchase orders and supporting documentation.
• Accurately record inventory receipts, transfers, adjustments, and usage within company systems.
• Pick, pack, and prepare customer orders, service parts, and equipment for shipment.
• Process inventory associated with customer returns, replacements, repairs, and service activities.
• Monitor inventory levels and communicate potential shortages, discrepancies, or replenishment needs to management.
• Assist with organizing and maintaining warehouse and inventory areas to support accuracy, efficiency, and safety.
• Support periodic physical inventory counts and inventory reconciliation activities.
• Help identify opportunities to improve inventory controls, processes, and overall accuracy.

Technical & Product Support

• Develop a working knowledge of Surfacide's FDA-approved medical devices and infection prevention technologies.
• Assist customers with basic product questions and troubleshooting using established protocols and technical documentation.
• Guide customers through basic to intermediate troubleshooting steps when appropriate.
• Support questions related to device setup, operation, accessories, replacement components, and routine maintenance.
• Coordinate replacement parts and equipment with customers and internal service teams.
• Collaborate with technical service and field service personnel when issues require additional technical expertise.

Shipping, Receiving & Logistics Support

• Coordinate outgoing customer shipments, replacement parts, returns, and other service-related shipments.
• Generate shipping documentation and ensure orders are packaged and labeled accurately.
• Track shipments and provide customers or internal teams with status updates when needed.
• Coordinate return shipments and ensure returned products and parts are properly received and documented.
• Work with internal departments and shipping carriers to resolve shipment discrepancies, damages, or delivery issues.
• Maintain accurate records related to shipping, receiving, and inventory movement.

Quality, Compliance & Documentation

• Ensure accurate and compliant documentation of customer interactions, inventory transactions, service events, returns, and product-related issues.
• Follow established procedures for handling medical devices, service parts, and regulated products.
• Identify and escalate potential product complaints or quality issues in accordance with company procedures.
• Assist in identifying trends related to customer issues, inventory discrepancies, returns, or product failures.
• Maintain organized and accurate records to support internal audits and inventory reconciliation.
• Adhere to confidentiality, data privacy, quality, and regulatory standards at all times.

Continuous Learning & Improvement

• Participate in product training, inventory system training, and ongoing education.
• Maintain current knowledge of Surfacide products, service processes, inventory procedures, and operational requirements.
• Identify opportunities to improve customer service, inventory accuracy, and workflow efficiency.
• Contribute to the development and maintenance of support documentation, inventory procedures, FAQs, and training materials.
• Assist with additional customer service, inventory, logistics, and operational projects as business needs require.

Required Qualifications

• Associate's degree or equivalent professional experience; operations, logistics, technical, healthcare, or business background preferred.
• 2+ years of professional customer service, inventory, logistics, warehouse, or related experience.
• Strong verbal and written communication skills with a polished, professional demeanor.
• Strong organizational skills and exceptional attention to detail.
• Ability to maintain accurate inventory and transaction records.
• Comfortable working with CRM, inventory management, ERP, shipping, and standard office software.
• Ability to learn technical products, systems, and processes.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Ability to remain calm, organized, and solution-focused in time-sensitive situations.
• Ability to work effectively both independently and as part of a cross-functional team.

Preferred Qualifications

• Experience with inventory management, cycle counting, shipping, receiving, or warehouse operations.
• Experience supporting medical devices, healthcare technology, or regulated products.
• Familiarity with FDA-regulated environments, quality systems, or complaint handling.
• Experience with ERP, inventory management, CRM, or shipping platforms.
• Technical aptitude with hardware, software, or electro-mechanical equipment.
• Experience working with clinicians, infection prevention staff, hospitals, or healthcare facilities.
• Bachelor's degree in business, operations, supply chain, technical, scientific, or healthcare-related field.

Core Competencies

• Customer-first mindset
• Inventory accuracy and attention to detail
• Strong communication and interpersonal skills
• Organization and time management
• Problem-solving and technical curiosity
• Accountability and follow-through
• Professional judgment and discretion
• Ability to manage competing priorities
• Team-oriented approach with the ability to work independently
• Continuous improvement mindset

Work Environment & Expectations

• Primarily office and warehouse environment, with hybrid flexibility depending on business needs.
• Regular interaction with inventory, products, service parts, and shipping materials.
• Must be able to sit for extended periods and work at a computer.
• Must be comfortable performing a combination of desk-based customer service and hands-on inventory responsibilities.
• Occasional training or after-hours support may be required based on business needs.
• Ability to safely lift, move, and handle inventory and packages as required by the position.

We are a UV-C medical device company who works with hospitals to provide disinfection solutions.

Company Description

We are a UV-C medical device company who works with hospitals to provide disinfection solutions.