Customer Operations Associate

Customer Experience Team Member

Act as a primary member of the customer experience team to support customer-focused activities including but not limited to:

• Equipment agreement execution
• Cross-functional coordination for new customer onboarding
• Support installation calendar to drive on-time equipment shipments, deliveries and training; ability to assess problems, adapt, and pivot quickly as issues arise
• Provide in-house cross-functional support on product-related requests promptly

Provide ongoing world-class service for existing accounts by promptly and effectively handling customer service and operations functions including but not limited to:

• Manage customer service phone calls to support operating hours of 6 am 5 pm Pacific Time
• Support order and RMA processing, including informing customers of unit prices, shipping date, anticipated delays, and any additional information needed
• Assist customers with product information
• Support customer data maintenance in Customer Portal, Salesforce, and other internal systems
• Help identify and support process improvements

Additional Responsibilities:

• Maintain compliance with Quality System procedures and company policies
• Perform related duties as assigned by supervisor

Education and/or Work Experience Requirements:

• Associates or bachelor's degree or equivalent experience in a business field.
• Two or more years' experience in coordinator/sales support/customer service role (or similar) in medical device or technical device industries.
• Exceptional customer service, interpersonal and oral communication skills.
• Self-driven and motivated.
• Ability to work as a team player and following company policy, procedures, and strategy.
• Ability to work under pressure, adapt quickly and analyze to resolve conflicts, and be persuasive.
• Innovative and resourceful.

Preferred Qualifications:

• Strong knowledge of Microsoft Windows (Excel, Word, and Outlook) and Salesforce.
• Ability to learn and adapt to new systems quickly.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to safely move up to 25 lbs
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Must be able to remain in a stationary position for 50% of the time.
• Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc.
• The ability to observe details at close range (within a few feet of the observer)

This employer participates in E-Verify, a federal program to confirm the employment eligibility of new hires. If you have any questions about the E-Verify process or your rights, please visit the E-Verify website or contact Human Resources.

Consistent with the Americans with Disabilities Act (ADA), CDPA, and FEHA, it is the policy of Sonendo Inc. to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for the company. The policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. If reasonable accommodation is required, please inform your Sonendo recruiter.

Sonendo Inc. is committed to creating an inclusive and equitable workplace where all individuals are valued and receive equal opportunities for employment and advancement, regardless of their race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected status or characteristic.