WHO ARE WE?

Welcome to Endotronix, where we're rewriting the playbook on heart failure treatment. We're not just a medical device company; we're trailblazers on a mission to redefine healthcare.

Our star player? The Cordella Heart Failure System (CHFS). This game-changing technology isn't just about devices—it's about empowering healthcare providers with proactive tools that set new standards in patient care. From early detection to personalized treatment strategies, CHFS is revolutionizing how heart failure is managed, improving quality of life while slashing hospital admissions and health care costs along the way.

WHAT YOU’LL DO

This role focuses on order management and front-line support for our hospital customers and field sales team. You will propose, promote, and implement scalable support solutions that align with organizational growth. During high-demand periods, you'll step in to provide additional front-line support, taking customer orders and addressing concerns. This position will be full-time onsite in our Naperville, IL location.

• Order Systems & Processes: Serve as the subject matter expert.
• Team Compliance: Ensure customer service team follows policies for accurate and timely order processing.
• Issue Resolution: Investigate and resolve errors in shipping, receiving, and billing.
• Cross-Functional Collaboration: Work with Operations, Marketing, and Shipping to ensure stock availability and timely distribution.
• Audits & Compliance: Conduct periodic audits and ensure compliance with business processes.
• Metrics & Reporting: Develop and maintain customer service metrics for reporting.
• Customer Complaints: Document, manage, and resolve customer complaints promptly.
• Relationship Management: Build and maintain relationships with partners and customers.
• Goal Setting & Feedback: Set annual team and individual goals, track progress, and provide feedback.
• Training & Development: Provide ongoing training and performance feedback to the team.
• Order Validation: Ensure customer data is validated at order entry for pricing and shipping requirements.
• Sales Support: Assist sales team with account inquiries and issues.
• Escalation Management: Resolve escalated customer issues with professionalism.
• Product Returns: Ensure compliance with regulatory requirements for returns.
• Process Improvement: Identify and implement process improvements with Operations and Shipping.
• Confidentiality: Maintain confidentiality of customer and company information.
• Quality Management: Support Quality Management System and objectives.
• Regulatory Training: Ensure training on Good Manufacturing Practices and FDA requirements.
• Safety: Perform job duties safely and effectively.

WHAT YOU BRING TO THE TABLE

• 5+ years’ work experience that includes supporting customers is preferred
• Experience with electronic software systems and ERP
• Professionalism while dealing with patients and medical/healthcare staff
• Able to work independently with minimal oversight
• Strong written and verbal communication skills
• Comfortable taking on additional responsibilities as needed
• Comfortable working in a cross-functional manner and a strong team player
• Experience in a HIPPAA environment
• Experience working in a start-up environment is preferred

EDUCATION

WHO YOU ARE

• Relentlessly focused on data and hypothesis driven decision making to create the best experiences for ETX patients and customers
• Someone with a bias for action and quick iteration as opposed to perfection
• A quick learner, who is able to work independently, multitask, and drive your own projects
• An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
• A team player who can inspire teams to deliver together, embodying the idea that the whole is greater than the sum of the parts
• Passionate about digital healthcare and leveraging Data to deliver innovative solutions at scale

WHAT WE’RE LIKE

• Willing to have the “direct and honest conversation”. Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
• Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
• Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
• Capacity to function in a highly complex company with ease and fluidity, while driving and influencing results.
• Entrepreneurial, flexible, yet results focused.
• High degree of intellectual curiosity, honesty, and capability.
• Low ego and humble in spirit in spite of your track record of outstanding performance.

LIFE AT ENDOTRONIX

• Our shared company values create a foundation of trust and collaboration. United in a common purpose, we excel at the task at hand to provide best-in-class medical technology and customer service to our patients and clinicians. And along the way we make sure to have a little fun, continue to grow and celebrate our successes.
• We provide a competitive compensation package, comprehensive benefits including unlimited PTO, and an environment that will help you to thrive and succeed in your career.
• Endotronix is an equal opportunity employer, and we are committed to providing equal employment opportunities to all persons without regard to race, creed, color, religion, national origin, gender, marital status, citizenship status, age, veteran status, or disability. We are passionately committed to building a diverse organization where all perspectives and cultures are celebrated.