Operations Customer Service Specialist

Job Description

Job Description

ABOUT INSPIRE MEDICAL SYSTEMS  

Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Inspire Medical Systems is committed to enhancing patients' lives through sleep innovation. We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect. With positive persistence at our core, we are committed to all those we serve.

WHY JOIN OUR FAST-GROWING TEAM  

At Inspire, we value people – your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement. 

If you're passionate about making a difference in people's lives and want to work with innovative technology, come be a part of our great team! 

Position Summary

The Operations/Customer Service Specialist is responsible for managing order fulfillment and customer support activities for hospitals, clinics, sales representatives, and internal business partners. This role processes and monitors customer orders through multiple channels, including electronic and AI-driven order automation solutions, while ensuring compliance with company policies and regulatory requirements. The specialist collaborates with Supply Chain, Finance, Quality, Regulatory, IT, Marketing, and Sales teams to resolve order issues, maintain inventory availability, support customer needs, and drive operational excellence. Success in this position requires strong problem-solving skills, attention to detail, adaptability to changing priorities, and the ability to navigate multiple business systems and technologies.

Main Duties and Responsibilities

• Process, review, and fulfill customer purchase orders received through email, electronic integrations & web portals.
• Monitor and manage exceptions generated through automated order-entry solutions, researching and resolving discrepancies to ensure accurate order processing.
• Interpret and clarify customer orders, shipping instructions, product availability, and account requirements while providing timely communication to customers and field personnel.
• Serve as a primary point of contact for hospitals, clinics, sales representatives, distributors, and internal business partners regarding order status, product availability, shipping inquiries, and issue resolution.
• Utilize Dynamics 365 Business Central and related business systems to process orders, maintain customer records, manage inventory transactions, and support operational reporting.
• Coordinate product replacement, warranty, backup inventory, and field support requests in accordance with company policies and procedures.
• Support sales representatives with serial number management, inventory transfers, patient registration activities, shelf-load management, and other field inventory requirements.
• Investigate shipping and fulfillment discrepancies with third-party logistics providers (3PLs) and internal partners, identify root causes, and coordinate corrective actions.
• Partner with cross-functional teams including Supply Chain, Finance, Quality, Regulatory Affairs, Contracts, IT, and Marketing to resolve customer and operational issues.
• Lead and/or assist with department projects, process improvement initiatives, system implementations, testing activities, and continuous improvement efforts.
• Maintain compliance with applicable quality system requirements, company policies, and regulatory standards.

  Qualifications

Educational Requirements:

High School Diploma or equivalent required

Required Experience:

2-3 years of prior work experience in customer service or customer support related roles 

Preferred Experience :

• Previous customer service experience in the medical device industry. 
• Prior knowledge of Inspire products and therapies. 
• Excellent customer service skills and motivation to understand customers' needs and deliver efficient solutions. 
• Ability to work well and provide great customer service in high pressure situations with a positive and professional demeanor. 
• Skilled at computer navigation; ability to work in multiple applications simultaneously. 
• Proficiency working with Microsoft Office applications (Word, Excel, PowerPoint, Outlook). 
• Strong communication skills; clear and effective written and verbal. 
• Strong attention to detail. 

#LI-Hybrid

The salary for this position will be offered at a level consistent with the experience and qualifications of the candidate. This information reflects the anticipated salary range for this position at the time of posting. The salary range may be modified in the future and actual compensation may vary from the posting based on various factors such as geographic location, work experience, education and/or skill level.

Salary

$26—$31 USD

BENEFITS AND OTHER COMPENSATION

Inspire offers a highly competitive benefits package including ( general description of the benefits and other compensation offered ):

• Multiple health insurance plan options.
• Employer contributions to Health Savings Account.
• Dental, Vision, Life and Disability benefits.
• 401k plan + employer match.
• Identity Protection.
• Flexible time off.
• Tuition Reimbursement.
• Employee Assistance program.
• All employees have the opportunity to participate in the ownership and success of Inspire. Employees at all levels can participate through equity awards and the Employee Stock Purchase Program.

 

Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status regarding public assistance, membership or activity in a local commission, military or veteran status, genetic information, pregnancy or childbirth, or any other status protected by applicable federal, state, and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training, and social and recreational programs. Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.  

Inspire Medical Systems is an  equal opportunity employer with recruitment efforts focused on ensuring a diverse workforce. Applicants with a disability that need accommodation to complete the Inspire Medical Systems application process should contact Human Resources at View phone number on us.fitly.work or email View email address on us.fitly.work(dot)com  

Inspire Medical Systems participates in E-Verify.