Customer Service Advocate - Medical Device Manufacturing

Job Description

Job Description

Customer Service Advocate – Medical Device Manufacturing

Company Overview

Flotec is an Indianapolis-based medical device manufacturer specializing in respiratory and oxygen delivery equipment. We manufacture precision medical products including regulators, flowmeters, oxygen delivery components, and related respiratory equipment used by hospitals, EMS providers, fire departments, military organizations, and medical device OEMs.

We are seeking a motivated, professional, and customer-focused Customer Service Advocate to join our team.

Position Summary

The Customer Service Advocate will serve as a primary point of contact for customers, distributors, sales representatives, and internal departments. This position is responsible for providing excellent customer support, processing orders, responding to product and service inquiries, assisting with quotes, supporting repair and return requests, and helping ensure a positive customer experience from initial contact through final resolution.

The ideal candidate is organized, dependable, detail-oriented, and comfortable working in a regulated medical device manufacturing environment where accuracy, documentation, and follow-through are essential.

Key Responsibilities

• Respond professionally to customer phone calls, emails, and inquiries.
• Assist customers with product information, pricing, availability, order status, shipping status, and general support needs.
• Enter, process, and monitor customer orders accurately.
• Prepare and follow up on customer quotes.
• Coordinate with production, quality, shipping, purchasing, and management to support customer needs.
• Assist with return material authorizations, repair requests, warranty inquiries, and customer service documentation.
• Maintain accurate customer records, order notes, and communication history.
• Help resolve customer concerns in a timely, professional, and courteous manner.
• Support distributors, OEM customers, hospitals, EMS providers, fire departments, and other medical device customers.
• Communicate product lead times, delivery updates, and order changes clearly and accurately.
• Escalate technical, quality, regulatory, or urgent customer issues to the appropriate internal team members.
• Support customer satisfaction, retention, and long-term relationship building.
• Follow company procedures and quality system requirements for documentation and communication.
• Assist with administrative tasks, reports, filing, and other customer service functions as needed.

Required Qualifications

• Prior customer service, inside sales support, order entry, or administrative support experience.
• Strong written and verbal communication skills.
• Professional phone and email etiquette.
• Strong attention to detail and accuracy.
• Ability to stay organized while managing multiple customer requests.
• Comfortable working with computers, email, Microsoft Office, and business software systems.
• Ability to work effectively with customers and internal departments.
• Dependable, positive, and team-oriented attitude.
• Willingness to learn medical device products, terminology, and procedures.

Preferred Qualifications

• Experience in medical device, healthcare, manufacturing, distribution, or regulated industries.
• Experience with order entry, quoting, ERP/MRP systems, CRM systems, or customer databases.
• Experience supporting hospitals, EMS providers, fire departments, military, OEM, or distributor customers.
• Familiarity with returns, repairs, warranty processing, shipping coordination, or technical customer support.
• Ability to read basic product descriptions, part numbers, purchase orders, and customer specifications.

Ideal Candidate

The ideal candidate is a customer advocate who understands that excellent service requires responsiveness, accuracy, patience, and follow-through. This person should be comfortable helping customers, coordinating internally, documenting details properly, and making sure customer needs are handled professionally from start to finish.

This role is well suited for someone who enjoys solving problems, supporting customers, and being part of a company that manufactures products used in critical medical and emergency response applications.

Compensation and Benefits

Flotec offers competitive compensation based on experience and qualifications. Benefits may include paid time off, paid holidays, health insurance options, retirement plan participation, and opportunities for professional growth.

Schedule

Full-time position. Day shift. On-site position in Indianapolis, Indiana.

Work Location

Indianapolis, Indiana

Equal Opportunity Employer

Flotec is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.

How to Apply

Qualified candidates are encouraged to submit a resume and brief summary of their customer service, order support, or administrative experience.

\nCompany Description

Flotec is a Medical Device manufacturing company that makes Respiratory Equipment. Flotec is located off Rockville Rd east of Avon.

Flotec is an “Essential Business” as per Indiana Executive Order 20-08. Flotec is classified as a “Healthcare & Public Health Operation” and is EXEMPT from the Stay at Home Order.

Company Description

Flotec is a Medical Device manufacturing company that makes Respiratory Equipment. Flotec is located off Rockville Rd east of Avon. \r\n\r\nFlotec is an “Essential Business” as per Indiana Executive Order 20-08. Flotec is classified as a “Healthcare & Public Health Operation” and is EXEMPT from the Stay at Home Order.