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.