Customer Service Representative

Description

About EBR Systems

At EBR Systems, we're not imagining the future of cardiac care. We're building it. We are the team behind the world's first FDA-approved leadless left ventricular endocardial pacing device for heart failure. It's a breakthrough that's redefining what's possible, and it's just the beginning.

Based in Silicon Valley, we're advancing the WiSE System, a first-of-its-kind device in cardiac rhythm management. Your work here has a direct line to patients whose lives depend on what we build. We hire people who want to solve hard problems and who care about getting it right.

We invest in our people as much as our technology. Expect a collaborative, transparent culture, real career growth in a fast-moving startup, competitive compensation, equity, comprehensive benefits, and generous PTO.

If you want your work to matter, EBR is where you belong.

The Opportunity

The Customer Service Representative serves as a key member of EBR's Commercial Operations team, supporting internal field teams and external customers through order management, inventory coordination, documentation, and operational support. This role partners closely with Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to ensure timely product availability and an exceptional customer experience throughout the order fulfillment process. This is an onsite role 5 days per week.

ESSENTIAL AND OTHER DUTIES AND RESPONSIBILITIES

Essential Duties and Responsibilities

• Manage and fulfill incoming requests from internal and external customers.
• Serve as a key operational liaison between Sales, Clinical, Supply Chain, Manufacturing, Finance, and Quality to resolve customer requests and ensure timely order fulfillment.
• Maintain accurate customer records within Salesforce
• Coordinate product, capital equipment, and accessory allocations to support commercial procedures and customer demand.
• Work cross-functionally with other departments.
• Understand and abide by regulations regarding HIPPA and PHI.
• Process customer documentation requests, including product documentation, shipping documentation, certificates, and other commercial support materials.
• Maintain accurate field inventory records, reconcile inventory transactions, and support inventory audits.
• Ensure compliance with company quality procedures and applicable FDA requirements.
• Reply to and forward requests for information from medical facilities and staff.
• Identify opportunities to improve customer service processes.
• Process customer purchase orders and sales orders within NetSuite.
• Coordinate shipments with Logistics and Supply Chain.
• Monitor order status and proactively communicate delays.

Other Duties and Responsibilities

• Other duties as assigned.

SUPERVISORY DUTIES

• None

QUALIFICATIONS

Education and Required Experience:

• Bachelor’s (preferred) or Associate’s degree
• 3+ years of customer service experience
• Experience working in a start-up, preferably a medical device or diagnostics company

Knowledge, Skills, and Abilities:

• Ability to navigate ambiguity and rapidly changing circumstances
• Ability to work independently with minimal supervision after initial training
• Comfortable learning and using medical terminology
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office Suite
• Preferred experience with NetSuite or similar ERP system and Salesforce or similar CRM system
• Exceptional organizational skills with strong attention to detail.
• Ability to prioritize multiple competing requests.

Physical Requirements

• Required to stand, walk and sit; talk or hear; use hands to finger, handle or feel objects or controls; reach with hands and arms. Required to stoop, kneel, bend, crouch and lift up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
• Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels.

Compensation & Benefits

• Salary Range: $65,000 – $80,000.
• Additional Compensation: Eligible for an annual performance bonus and equity/stock options.
• Comprehensive medical, dental, and vision benefits (employee only covered at 100%)
• 401k program with match
• Generous PTO
• Education stipend
• A company-wide mandate to hire fast and hire well - recruiting is a business priority, not a back-office function here
• A mission that matters: Giving life-saving technology to patients with no other options

EBR Systems, Inc. is an Equal Opportunity Employer committed to a diverse, inclusive, and equitable workplace

EBR Systems, Inc. does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. Please refrain from solicitations at this time.