Customer Support Specialist (US Pacific Time Zone)

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Join us as an Customer Support Specialist and play a key role in supporting our market leading RENASYS EDGE portfolio. This is an exciting opportunity for someone who thrives in a fast paced, customer centred environment and enjoys making a meaningful impact by ensuring clinicians, DME partners and patients receive exceptional service. This remote position offers the chance to collaborate across teams, strengthen our partnerships and contribute to delivering technology that improves lives. You must reside in the US Pacific Time Zone.

What will you be doing?

• Serve as a key point of contact for DME partners, clinicians and internal field sales teams, providing prompt and accurate support
• Facilitate timely processing and tracking of product orders, patient documentation and other essential paperwork
• Proactively coordinate with Post Acute Account Managers, Care Continuum Directors and District Managers to support territory level strategies
• Troubleshoot product availability, order status and customer needs in partnership with internal departments
• Maintain organized and detailed records using CRM systems
• Identify opportunities to enhance the customer experience and improve operational efficiency
• Follow up on cancelled orders to recover potential lost business
• Support account specific requests in special circumstances
• Provide temporary coverage for vacant or white space territories to maintain continuity
• Use internal reporting tools to gather key order related information including Proof of Delivery and clinical documentation

What will you need to be successful?

• One to three years of experience in customer service, inside sales or support, preferably within DME, medical device or healthcare
• Strong organizational skills and the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Proficiency in Microsoft Excel and PowerPoint; CRM experience preferred
• A collaborative approach and interest in supporting shared sales objectives
• General understanding of Medicare guidelines, HIPAA and DME regulations
• Customer focused mindset with proactive and solution oriented approach

You.Unlimited.

This is where you belong.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website.

Other reasons why you will love it here!

• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Discounts on fitness clubs, travel and more!

The anticipated base compensation range for this position is $70,000 - $90,000 USD annually.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location. It is not typical for an individual to be hired at the high end of the range for their role at Smith + Nephew.

Compensation decisions are dependent upon the facts and circumstances of each position and candidate.

In addition to base pay, we provide competitive bonus and benefits, which include medical, dental, and vision coverage, 401k, tuition reimbursement, medical leave programs, parental leave, and generous PTO, paid company holidays annually and 8 hours of Volunteer time and a variety of wellness offerings such as EAP.

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.