Customer Care Specialist

Job Description

Job Description

Customer Care Specialist
Position Description & Role Expectations

Department: Supply Chain
Reports To: VP, Supply Chain & Customer Service
Location: Tampa Bay / Onsite
Employment Type: Contract (with potential for Contract‑to‑Hire)

Mission of the Role

Delivering end-to-end ownership of customer relationships through disciplined customer management, accurate order execution, proactive communication, and measurable performance standards supporting CardioCommand growth objectives. This role operates in a highly visible, fast-paced environment requiring ownership, adaptability, and strong execution discipline.

Customer Management at CardioCommand

Active ownership and coordination of all customer-related activities from inquiry and quotation through order execution, product support, Return Material Authorizations (RMAs), shipment completion, and ongoing communication.

Essential Responsibilities

·         Quote Management: Coordinate and follow up on customer quotations and inquiries.

·         Order Ownership: Enter and monitor customer orders through completion.

·         Customer Communication: Support inquiries, product questions, acknowledgements, status updates, and proactive communications.

·         Order Visibility & Follow-Up: Review open orders and monitor inventory, production status, and shipment readiness; escalate risks impacting commitments.

·         Cross-Functional Coordination: Partner with Production, Supply Chain, Shipping, and Doc Control to support customer commitments.

·         Priority Management: Adjust workload based on customer priorities and business needs.

·         RMA Coordination: Initiate and coordinate RMAs, manage communications and documentation, and ensure RMAs are tracked and progressed according to expectations.

·         Issue Resolution: Escalate concerns early and drive timely resolution.

·         Daily Execution Discipline: Maintain required tracking tools and workflows and complete follow-ups with urgency and accountability.

·         Business Support: Support revenue opportunities through timely response and visibility.

What Success Looks Like

·         Accurate order processing with minimal errors or rework

·         Proactive customer communication and order visibility

·         Quotes, inquiries, and support requests responded to within expectations

·         RMAs and customer issues tracked through completion

·         Risks identified and escalated early

·         Strong ownership, urgency, adaptability, and follow-through

Skills & Competencies

·         Ownership & Accountability

·         Execution & Follow-Through

·         Attention to Detail

·         Prioritization & Time Management

·         Systems & Process Discipline

·         Professional Communication

·         Team & Cross-Functional Collaboration

·         Adaptability

·         Self-Awareness & Receptiveness to Feedback

·         Customer Focus

Qualifications

·         High school diploma or equivalent required; Bachelor’s degree in business, communications, or a related field preferred

·          5+ years of customer service, order management, coordination, or related experience in manufacturing, medical device, industrial, or other regulated environments preferred

·         Equivalent combinations of education, training, and experience will be considered

·         ERP/MRP, QuickBooks, inventory, or order management system experience

·         Microsoft Excel, Outlook, and Word proficiency

·         Strong written and verbal communication skills

·         Ability to manage multiple priorities in a fast-paced environment

Culture & Team Expectations

·         Take ownership and drive responsibilities through completion

·         Demonstrate execution, responsiveness, and consistent follow-through

·         Adapt quickly to changing priorities and business needs

·         Work collaboratively and support team and cross-functional objectives

·         Communicate professionally and proactively

·         Embrace accountability, feedback, and continuous improvement

 

Candidate Profile & Selection Considerations

This is not a traditional reactive customer service role. Successful candidates demonstrate

ownership, execution discipline, adaptability, professionalism, and comfort operating in a highly 

visible small-company environment.