Customer Service Account Specialist II

Location: Memphis, TN (Supports Multiple Sites)

Department: Customer Service

Reports To: Director of Customer Service

Innovia Medical combines the experience and expertise of Summit Medical, Network Medical, DTR, Eagle Labs, Grace Medical and Hurricane Medical to help our medical professional partners elevate the delivery of care to improve patient outcomes. We develop products not just for our customers, but with our customers. Our collaborative approach cultivates innovative medical solutions for the global healthcare industry. Through excellence in design, supply chain management, manufacturing and customer service we put quality at the forefront in all aspects of our business.

Job Purpose:

The Customer Service Account Specialist II serves as a senior-level point of coordination for daily customer service operations, supporting multiple sites across the organization. This role ensures exceptional account management, timely order processing, and proactive issue resolution for key healthcare customers—including physician offices, surgery centers, and hospitals. This role provides leadership to Customer Service Representatives while supporting Customer Service Account Specialists. Acts as an operational liaison to cross-functional departments, and ensures consistent adherence to company policies, procedures, and regulatory requirements.

Duties and Responsibilities:

Customer & Account Support

· Manages a portfolio of key customer accounts, ensuring accurate order management, contract adherence, product information, and pricing accuracy.

· Processes orders via phone, email, and fax in accordance with company procedures and service-level expectations.

· Provides prompt, solutions-oriented responses to customer inquiries, issues, and escalations.

· Manages customer complaints, including Return Material Authorizations (RMA), and coordinates communication with internal departments to ensure timely resolution.

· Supports Sales Representatives with customer information, inventory status, product availability, and order status to optimize sales opportunities.

Leadership & Team Support

· Serves as the primary resource for Customer Service Representatives, providing guidance on complex cases, policies, and regulatory procedures.

· Assists in onboarding and training new team members to ensure consistency in service quality and process adherence.

· Monitors daily workflow and supports equitable distribution of workload across multiple sites.

· Provides on-the-floor coaching to improve accuracy, efficiency, and customer experience.

Cross-Functional Collaboration

· Partners with Sales, Manufacturing/Planning, Purchasing, Accounting, Finance, and RA/QA to resolve issues and ensure alignment with organizational goals.

· Communicates potential inventory shortages, large order impacts, and service risks to Planning and Purchasing.

· Ensures compliance with applicable regulatory guidelines (e.g., FDA, ISO) and internal quality procedures.

Process Improvement & Reporting

· Supports development and continuous improvement of Customer Service procedures, policies, and service standards.

· Monitors order accuracy, turnaround times, and service performance metrics; provides insights to leadership.

· Identifies recurring issues and participates in root-cause analysis to prevent future occurrences.

· Assists leadership in developing reports, dashboards, and tools that measure customer satisfaction and operational efficiency.

Other Duties

· Performs other responsibilities as assigned to support departmental and organizational objectives.

Qualifications:

Required

· High School diploma or equivalent.

· Minimum 3–5 years of customer service experience, preferably within healthcare, medical device, distribution, or similarly regulated environments.

· Demonstrated experience managing accounts, resolving customer issues, and interpreting customer contracts.

Preferred

· Experience working in a regulated environment (FDA, ISO, or similar).

· Prior experience providing peer guidance, informal leadership, or team coordination.

· Strong knowledge of ERP, CRM, and order-management systems.

Skills & Competencies

· Strong customer-centric mindset and professional communication skills.

· Ability to interpret and explain regulatory, operational, and procedural requirements.

· Excellent problem-solving and decision-making abilities.

· High attention to detail with strong organizational skills.

· Ability to work independently and collaboratively across multiple teams and locations.

· Ability to manage multiple priorities in a fast-paced environment.

Physical

· Requires walking/standing approximately 5% of the time; sitting approximately 95% of the time; lifting up to 25 lbs. approximately 15% of the time; stooping, forward bending and crouching approximately 5% of the time.

Environmental

· Requires capability of performing essential job functions in an office environment with climate-control and good lighting.

Manual Dexterity

· Requires use of hands and arms to operate telephones, fax machines, computers, and other general office equipment, to record written information and maintain files.

Audible

· Requires the ability to verbally communicate with customers, distributors, and co-workers in person, virtually, and via telephone.

Job Type: Full-time

Benefits:

· 401(k)

· 401 (k) matching

· Dental insurance

· Health insurance

· Life insurance

· Paid time of

· Vision insurance

Working Conditions:

Based in the Memphis, TN office with regular communication and coordination across multiple company sites.

Standard in-office business hours with occasional extended hours as business needs require.

Pay: From $65,000.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Work Location: In person

Salary : $65,000