Company Overview

Headquartered in South San Francisco, CA, Cytovale is a dynamic, late-stage startup focused on developing a faster, more insightful way to diagnose fast-moving and immune-mediated diseases. Cytovale’s IntelliSep test is pioneering a new way of quickly and accurately analyzing white blood cells to stratify a patient’s risk of sepsis. The test simply and clearly determines risk of sepsis using a biomechanical evaluation of white blood cells collected from a standard blood draw, generating results in under 10 minutes. This gives physicians actionable information when they need it most, allowing them to confidently triage suspected sepsis patients quickly and spend more time with those in greatest need. It also helps strained health systems prevent unnecessary treatment, preserve valuable resources, and improve compliance with Sep-1 guidelines.

Position Overview

The Mid-Level Customer Service Representative will play a crucial role in our Customer Service Team, ensuring internal and external customer satisfaction by providing prompt, professional, support and processing orders. This role involves handling customer inquiries/issues (product availability, order status, invoices, credits, returns, proofs of delivery), and contributing to the development of our customer service processes and standards. The ideal candidate will have experience in the medical device industry, excellent communication skills, and a passion for delivering high-quality service.

Order Management

• Process customer orders, returns, and exchanges efficiently.
• Coordinate with logistics and supply chain teams to ensure timely delivery of products and instrumentation.
• Track and update customers on the status of their orders and any potential delays.
• Demonstrate meticulous attention to detail and can critically and expeditiously review customer account information so that each order is processed according to established specifications and shipping requirements.
• Assume ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day requirements.

Documentation and Reporting

• Maintain accurate and detailed records of account information, customer interaction and transactions in the CRM/ERP system.
• Generate reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
• Provide feedback and insights to management to help improve customer service processes and products.

Team Collaboration

• Work closely with cross-functional teams, including Sales, Product Development, and Technical Support, to address customer needs and enhance the customer experience.
• Participate in regular team meetings and training sessions to stay updated on product knowledge and company developments.

Continuous Improvement

• Identify and suggest improvements to customer service procedures and policies.
• Stay informed about industry trends and best practices to ensure the company’s customer service remains competitive and effective.
• Maintain the Customer Service knowledge database.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 2-4 years of customer service experience, preferably in the medical device or healthcare industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with ERP software and Google Work Place experience.
• Ability to work independently and as part of a team in a fast-paced, startup environment.
• High level of empathy and commitment to customer satisfaction.
• Building/writing protocols and processes, SOPs, WI and Training documents.
• Quality process experience in a regulated environment.

EQUAL OPPORTUNITY EMPLOYER - Cytovale is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

Statement to ALL Third-Party Agencies and Similar Organizations: Cytovale accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cytovale employees or hiring managers, or send to any Cytovale facility. Cytovale is not responsible for any fees or charges associated with unsolicited resumes.