Senior Customer Operations Specialist

Position Overview:

The Senior Customer Operations Specialist (COS) plays a key role at Neuronetics, helping to fulfill the needs of our internal and external customers while liaising between various departments to support Sales, ongoing utilization of NeuroStar Advanced Therapy TMS systems, and, most importantly, fulfilling our mission to patients and Customers alike. The Sr. COS provides a best-in-class customer experience by supporting the ongoing capital and consumable business needs, which requires a comprehensive understanding of company products, standard operating procedures, and adherence to all Regulatory, Compliance, Legal, and Financial policies. In addition to the standard COS responsibilities, this individual assists with the handling of OUS orders and case documentation, clinical study supply orders, and ongoing maintenance of documented work instructions.

The individual is expected to interface with patients, caregivers, and providers in a patient, professional, and courteous manner at all times, while supporting colleagues in their cross-matrix Neuronetics’ roles. Finally, the Sr. Customer Ops Specialist is expected to provide ongoing relevant customer feedback in accordance with policies and procedures and to monitor our best-in-class performance.

Essential Duties/Responsibilities:

• Respond to all internal/external Customer telephonic and emailed inquiries promptly with professionalism and accuracy, while exercising judgment on proper handling of the communication
• Ability to achieve and maintain all departmental and individual call service level KPIs
• Ability to handle call volume and organize multiple priorities
• Resolve all inbound customer inquiries by following through to completion
• Problem solve and handle escalated issues appropriately
• Triage calls promptly and appropriately to Technical, Clinical, and Medical Operations teams
• Accurately and thoroughly record all Clinical, Medical, Complaint, and Feedback cases urgently for proper follow through by appropriate personnel and reporting purposes
• Serve as liaison between Sales and cross-matrix teams for adequate follow through on customer interactions and support needs
• Develop and cultivate relationships with both internal and external regional Customers to maintain best-in-class customer experience and serve as Voice of Customer
• Collaborate with regional Sales’ team members and help drive activities to close new capital sales orders
• Support documentation and activities surrounding order to cash process, including quote preparation, document collection, scheduling, logistics, and revenue recognition
• Utilize ERP system for order entry, account updates, and documentation of activities for universal visibility
• Accurately place all orders and refunds related to capital equipment and consumable sales orders following proper procedures and with appropriate approval authority
• Ability to navigate ERP, CRM, and other proprietary platforms with proficiency
• Follow all policies and procedures to ensure accuracy and consistency
• Assist with Clinical Study orders and account management
• Assist with OUS supply orders and maintenance of OUS records
• Other Duties as needed or required

Knowledge, Skill, and Abilities:

• Possess excellent customer service skills, such as strong follow through skills and greater attention to detail
• Demonstrates excellent oral and written communication skills exercising patience, courtesy, and professionalism
• Proficient with adult learning principles and ability to alter training methods based on individual’s learning style
• Independent thinker; ability to multi-task and manage a variety of issues sometimes without already established processes in place
• Proactive and innovative thinker monitoring trends and bringing new ideas to the table for ongoing process improvements and creating efficiencies within the department
• Intermediate computer skills including Microsoft Office, Internet, CRM use, cloud-based platforms, learning proprietary systems, and telephonic systems
• Strong problem-solving skills and the ability to identify issues, using sound judgment to escalate when appropriate
• Well-developed organizational, interpersonal, and time management skills
• Ability to work independently and in a team environment
• Proven leader in supportive role providing relevant and constructive feedback to help guide team member’s performance; serves as go-to and viewed as advisor to peer group
• Ability to work later hours when needed to provide coverage and support for Western region COS team members at end of month/quarter.

Education and Experience:

• BA/BS required
• 1-2 years of Customer Service experience
• 1-2 years life sciences or healthcare industry preferred
• 1-2 years direct patient and healthcare professional experience preferred

Preferred Skills:

• Neuroscience and understanding of medical terminology
• 1-2 years leadership experience in mentor type role

Physical Requirements

• Standing 10% / Sitting 90%
• Walking/Bending/Stooping 10%
• Lifting Requirements 5 to 10Ibs
• Travel - none

*Applicants must be authorized to work for any employer in the US. We are unable to sponsor or assume responsibility for employment visa/work authorization at this time.

Neuronetics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Neuronetics/Greenbrook makes hiring decisions based solely on qualifications, merit, and/or business needs at the time.

*We are committed to providing equal employment opportunities to individuals with disabilities and protected veterans.

Benefits Statement: Selected candidate will be eligible to participate in the Company’s employee benefit plans, which currently include: health insurance; dental insurance; vision insurance; optional supplemental medical insurance; health savings and flexible spending accounts; company-paid life insurance and additional voluntary life insurance; company-paid short term disability and long term disability insurance; participation in a 401(k) savings and investment plan with company contribution; and paid time off for non-exempt salaried employees is calculated as .625 per pay period worked for vacation time and .29166 per pay period for personal time. Full-time exempt employees will be eligible for Flex-PTO, which allows time off without accrual. If applicable and required under state law, the successful candidate will also be eligible for paid sick leave. These benefits are subject to plan terms, company policies and are subject to change.

GBSP25