Customer Care Specialist

Customer Care Specialist

Join our Sales Operations, Customer Service team at Endologix!

Endologix LLC is a California-based global medical device company dedicated to improving patients' lives through innovative therapies for the interventional treatment of vascular disease. Our therapeutic portfolio addresses clinically relevant unmet needs, spanning from abdominal aortic aneurysms to lower limb peripheral vascular disease. We are committed to delivering excellent clinical outcomes through precision in product design, advanced manufacturing, and comprehensive physician trainingsupported by industry-leading clinical evidence. At Endologix, we're driven by purpose, innovation, and the opportunity to make a lasting impact in vascular health.

What sets us apart is not just our technology, but our culture. At Endologix, we foster a forward-thinking, mission-driven environment where every team member plays a vital role in advancing patient care. Our core values guide how we operate. As for our people? We empower them with the tools, trust, and continuous learning they need to grow. If you're passionate about making a meaningful difference in healthcare, you'll find purpose and belonging here.

Our core values are the guiding principles informing our choices and actions, because our customers and patients depend on us:

• Patient Outcomes Drive Us: We improve lives with every advancement we deliver.
• Integrity Defines Us: We do what's right, stay transparent, prioritize quality, and own our actions.
• Innovation Advances Us: We stay curious, adaptable, and push boundaries.
• Boldness Propels Us: We take smart risks and are unafraid in our pursuit of excellence.
• Collaboration Unites Us: We partner across teams and with physicians to drive exceptional results.

About the role:

The Customer Care Specialist establishes and maintains strong, collaborative relationships with Customers, Sales Managers/Field Clinical Specialists, and other team members. Primary responsibilities include providing operational and sales support to internal and external customers. CSS's enhance the customer experience by providing best in industry service while supporting the attainment of company and departmental goals, and operating within company policies, procedures, and guidelines.

Responsibilities

What you'll do:

• Establish and maintain trusted relationships with customers by providing consistent, reliable, and responsive support that strengthens confidence in Endologix and enhances the overall customer experience.
• Educate customers on the Pounce Thrombectomy System and DETOUR products, as well as related processes, pricing, and logistics, in a clear and thoughtful manner, ensuring they feel supported, informed, and confident in their decisions.
• Draft customer quotes, establish accounts, and process purchase orders in accordance with company SOPs, maintaining accuracy, transparency, and operational integrity in every interaction.
• Troubleshoot product and service-related issues quickly and effectively, taking ownership of challenges and working collaboratively to ensure timely and effective resolution.
• Document all customer complaints and feedback in alignment with complaint handling procedures and manage the return authorization process with a focus on accountability and continuous improvement.
• Partner with customers to fulfill requirements and ensure Endologix is properly set up as a vendor, removing barriers and enabling seamless business transactions.
• Develop strong proficiency in CRM, ERP, and QMS systems to support accurate data management, efficient workflows, and informed decision-making across the organization.
• Communicate clearly, professionally, and promptly across all channels, ensuring a consistently high level of responsiveness and reliability in customer and internal interactions.
• Build strong rapport with field team members and act as an extension of the sales organization, contributing to shared goals and reinforcing a culture of partnership and mutual success.
• Serve as a primary point of contact for field personnel, providing dependable, high-touch support that enables smooth execution and supports overall commercial effectiveness.
• Deliver proactive sales support that ensures seamless customer experiences while helping the field team achieve quota and drive meaningful business outcomes.
• Manage open orders and provide timely updates to sales and clinical teams, ensuring transparency, alignment, and strong communication throughout the order lifecycle.
• Coordinate shipment of sample products and marketing collateral to field personnel, ensuring readiness and timely delivery to support customer engagement efforts.
• Collaborate with field teams to manage trunk stock, ensuring accurate tracking, reconciliation, and availability to support clinical and commercial needs.
• Provide training and ongoing support to field personnel on CRM systems, enabling confidence, consistency, and effective utilization of tools.
• Work closely with field teams to identify target opportunities through research and data analysis, supporting strategic growth and market development.
• Provide administrative and project support to sales and marketing partners, contributing to coordinated execution and strong cross-functional alignment.
• Perform all responsibilities in accordance with company policies, procedures, and applicable regulatory requirements, maintaining a strong commitment to compliance, quality, and operational excellence.

Qualifications

What you'll bring:

Education:

• Bachelor's Degree (preferred) or equivalent combination of education and experience.

Experience:

• 2+ years of industry experience in healthcare and/or medical device.

Skills/Competencies:

• Exceptional customer service, sales support, and technical support skills and experience.
• Strong sense of urgency and time management skills.
• Demonstrates organizational, teamwork, and interpersonal skills.
• Excellent communication skills.
• Ability to maintain composure, resilience, and flexibility through all customer interactions.
• Strong knowledge of Microsoft Office products- Outlook, Word, and Excel.

What we offer:

At Endologix, we know that great work starts with great people and people do their best when they feel valued and supported. That's why we offer competitive pay, solid benefits, career growth, a culture that genuinely cares, and the flexibility you need to thrive both at work and at home. But more than that, we offer purpose. You'll be part of a team that's making a real impact on patients' lives. When you join us, you're not just taking a job, you're building a meaningful career with a team that's invested in your success.

The compensation package includes:

• Pay rate of $28.84-$32.45/hour
• 5% Discretionary bonus
• Equity participation as approved by Board of Directors (4-year vesting schedule)
• Comprehensive health, dental, and vision insurance plans
• Flexible Health Savings Accounts (HSAs) and/or Flexible Spending Accounts (FSAs)
• Generous paid time off (vacation, sick leave, holidays, and flexible time off that is available for Exempt employees)
• 401(k) retirement plan with company match

Plus:

• Flexible work arrangements, such as hybrid or remote work for many of our positions
• Employee wellness initiatives, mental health resources, and Employee Assistance Program (EAP)
• Employee recognition programs and awards
• Commuter benefits or transportation stipends

Our commitment to equal opportunity & veteran inclusion:

Endologix LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. As a federal contractor, Endologix LLC is committed to taking affirmative action to recruit, employ, and advance in employment qualified individuals with disabilities and protected veterans.