Customer Service Representative

SI-BONE is a fast-growing, publicly traded medical device company that is an industry pioneer in minimally invasive sacropelvic solutions. Our mission is to help patients rise up and reach for the stars, and our vision is to work together as the global leader to make sacropelvic conditions universally recognized and effectively treated through innovation, evidence, education, and advocacy.

Customer Service Representative

Headquarters is in San Jose, CA; open to remote in the U.S.

SI-BONE® is focused on helping patients in one of the most under-served, under-diagnosed, and under-treated areas in orthopedics, the sacroiliac (SI) joint. SI-BONE developed an innovative, patented implant to fuse the SI joint. The iFuse Implant System® provides a less invasive alternative to traditional sacroiliac (SI) joint fusion surgery and has been used in over 90,000 procedures to date.

We are a medical device company that is focused on improving the lives of patients with sacroiliac pelvic conditions. We are looking for people who are passionate about our mission and who are willing to work hard to achieve it. We are also looking for people who are:

Agile: We work in a fast-paced environment and need to be able to learn and adapt to change quickly.

Creative: We embrace creativity, and we need people who are not afraid to challenge the status quo.

Team Players: We roll-up our sleeves and work together as one team to achieve our goals.

General Responsibilities:

The Customer Service Representative will be responsible for updating information in QAD ERP and CRM systems. This person will manage all order processing activities and be responsive to all field requests, providing a “one stop shop” for all field operations needs. Ensure that deliveries are made in line with the surgery schedule.

Responsible for performing all duties in compliance with all applicable worldwide regulatory requirements as included in the scope of the SI-BONE Quality Manual.

The employee must at all times act and conduct company business in an honest, ethical and strictly legal manner, complying with the Code of Conduct, other company policies, the AdvaMed Code and all applicable laws and regulations, whether national, regional, state or local. This individual is encouraged, expected, and required to report any suspected violations of laws, regulations, the Code or any other Company policy, and all other suspected unethical behavior. The company does not tolerate retaliation in connection with making good faith reports of suspected violations. Responsible for performing all duties in compliance with all applicable worldwide regulatory requirements as included in the scope of the SI-BONE Quality Manual.

Specific Responsibilities:

Have strong relationship building skills to be able to integrate into a demanding sales organization

Ensure that orders are managed consistent with Sales priorities and communicate order status

Prioritize daily workload to ensure all requests are processed in a timely manner

Ability to multitask and concentrate amid distractions ensuring daily tasks are completed

Manage customer database within the QAD ERP and CRM systems

Assist in other areas of the business as needed

Support the SI-BONE Quality System

Evaluates the fulfillment needs of the sales force and operates independently to ensure those needs are met

Work with multiple departments and sales areas to ensure on time and accurate order fulfillment.

Maintain direct contact with sales team throughout the entire surgery transaction to ensure that fulfillment is met on the front end and that ordered items are appropriately assigned to the next transaction

Support sales team by developing and maintaining positive customer relations with internal and external clients/customers

Resolves unexpected scheduling and shipping issues to ensure proper order fulfillment

Educational Requirements:

High School graduate with some college level work completed and minimum of 3 years of experience.

Expertise:

APICS certification a plus

Computer skills: MS Excel, QAD, Salesforce CRM

Ability to multi-task in a fast-paced environment

Excellent communication, both orally and in writing

Excellent personnel management and time management

Take initiative to meet deadlines and to work with minimal supervision

The ability to appropriately adjust priorities independently

Interpret and apply policies and procedures appropriately

Medical device industry experience is strongly preferred

Salary range: $25-$27/hour. The compensation range for this position is specific to the location and is in good faith what SI-BONE expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.

Supplemental pay: bonus and stock

There are potential risks associated with the iFuse Implant System. It may not be appropriate for all patients and all patients may not benefit. For additional information on the company or the products including risks and benefits, please visit www.si-bone.com/risks.

We are aware of active recruitment scams using the SI-BONE name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology. We will never ask candidates to cash checks or make a payment in order to be considered for a position. SI-BONE only uses company email addresses, which contain “@si-bone.com” to communicate with candidates.

If you believe you’ve been a victim of a phishing scam, please visit the Cybersecurity & Infrastructure Security Agency at https://www.cisa.gov/be-cyber-smart/report-incident learn how to report it.