Senior Associate, Customer Service

Job Title: Senior Associate, Customer Service

Role Level: Individual Contributor

Supervisor/Manager Title: Senior Manager, Customer Service

Job Location & Environment: Irvine, CA (On-site), Office Environment

Job Description Summary: The Senior Associate, Customer Service serves as the primary point of contact for order management, returns processing, and support for Field teams. This role will lead operational process improvements, collaborating cross-departmentally to ensure efficient and scalable processes and systems are in place to support JenaValve commercial operations. This role is ideal for a driven, positive, and detail-oriented professional who thrives in a launch-stage environment and is eager to expand their scope of impact as the organization grows.

Job Responsibilities

• Process incoming purchase orders from hospitals, health systems, GPOs, and field teams with accuracy and urgency.
• Manage the full order lifecycle from entry through fulfillment, tracking, and confirmation.
• Handle product returns, exchanges, and credits in accordance with company policy and regulatory requirements.
• Proactively communicate order status, delays, or exceptions to internal stakeholders and customers.
• Oversee Medical Device Tracking submissions in accordance with regulatory requirements, providing documentation support and partnering with the Field team to ensure complete and timely submissions.
• Serve as a primary resource for field sales representatives on operational matters including logistics, product availability, order status, and account-level inquiries.
• Provide backup support to the Sales Support function during high-volume periods, events, or personnel gaps.
• Support inventory tracking and reconciliation across all devices and accounts. Identify and help resolve discrepancies between system records and physical inventory.
• Contribute to Commercial Operations projects including process improvement initiatives and system implementations. Partner in building and refining standard operating procedures (SOPs) for customer service workflows.
  
  

Qualifications

Required Education and Experience:

• 3–5 years of customer service, order management, or operations experience required.
• 2 years in a medical device, pharmaceutical, or regulated healthcare environment strongly preferred.
• Experience with implantable or Class III devices a plus.
• Familiarity with hospital purchasing processes, GPO contracts, and health system account structures.
• Experience working with ERP or order management systems (QAD, SAP, Monday, Salesforce, etc.)
• Working knowledge of Medical Device Tracking, UDI requirements, and/or FDA regulatory basics preferred
  
  

Skills And Abilities Required For This Job

• Strong verbal and written communication skills with the ability to interact professionally with internal teams, field representatives, and hospital-based customers.
• Proactive communicator who anticipates needs, surfaces issues early, and keeps stakeholders informed without waiting to be asked.
• High attention to detail with the ability to manage multiple priorities in a fast-paced, launch-stage environment.
• Ability to interpret and apply company policies, customer contracts, and GPO agreement terms to order processing decisions.
• Strong problem-solving skills with a solutions-oriented mindset and the ability to escalate appropriately.
• Comfortable working cross-functionally and collaborating with Supply Chain, Quality, Finance, and Sales teams.
• Proficiency in Microsoft Office Suite, including Excel for inventory and order tracking.
• Self-directed and adaptable, with the ability to contribute to building processes from the ground up.
• Demonstrates initiative and a continuous improvement mindset, with the interest and potential to take on expanded leadership responsibilities as the organization grows.
  
  

Physical Requirements

• Primarily sedentary role performed in a professional office environment.
• Must be comfortable working in an open, collaborative workspace setting