Customer Service Specialist

Job Description

Please note that this position is not available for visa sponsorship, and we are unable to take over existing employment visa sponsorships

Position Summary

TransMedics is seeking a Customer Service Specialist to serve as the primary liaison between our global customer network and Supply Chain Operations. This role is critical to maintain a world-class service level in our growing business and continue to drive a best-in-class customer experience. The specialist will coordinate end-to-end order cycle management to ensure orders are created appropriately in the system, track fulfillment and delivery milestones, and ensure returns are processed in a timely manner.

Responsibilities

This position is responsible for, but not limited to, the following:

• Order Management & Fulfillment
• Process orders and monitor status for domestic and international customers
• Ensure order accuracy and timely delivery
• Coordinate daily with warehouse operations
• Maintain inventory accuracy and transactional discipline
• Ensure compliance with procedures and regulatory requirements
• Customer Communication and Issue Resolution
• Serve as the main point of contact for internal and external inquiries regarding order status, delivery updates, etc
• Proactively communicate any issues affecting order fulfillment
• Coordinate returns (RMA) with field and Quality partners
• Build strong relationships to promote credibility and customer experience
• Processes, Systems & Reporting
• Maintain accurate order data within ERP and QMS systems.
• Support continuous improvement through accurate reporting and feedback on process bottlenecks.
• Track and report key performance metrics (e.g., On-Time Delivery, Service Level, Backorders).
• Ensure all transactions and material movement are up to date in ERP real-time
  
  

Management Responsibilities

This position will not have any management responsibilities.

PHYSICAL ATTRIBUTES

• Work in an office environment
• Standing, walking, or sitting for extended periods.
  
  

Minimum Qualifications

• Associate’s degree or coursework in Supply Chain, Business, or equivalent related experience
• 2-4 years of experience in customer service, order management, or Supply Chain coordination
• Outstanding written and verbal communication
• Proficiency in ERP systems
• Strong Excel and reporting skills
• Attention to detail and organization
• Customer-focused mindset and problem-solving capabilities
  
  

Preferred Qualifications

• Bachelor’s degree or coursework in Supply Chain, Business
• Experience working in a regulated industry (medical devices, pharma, etc.)
  
  

As part of our long-term growth plans, TransMedics is excited to announce our plan to relocate our headquarters (HQ) to Somerville, MA by 2028. We chose this location because we believe it is a place where innovation will thrive. Our new state-of-the-art headquarters is designed to support collaboration, creativity, and discovery. We believe this will be a place where we can continue to do things few thought possible in organ transplantation to help patients. Specific timing and role impact may vary.

Every Organ Wasted is a Life Not Saved.

TransMedics, Inc. is a commercial-stage medical technology company transforming organ transplant therapy for patients worldwide. Our mission is to help save more patients’ lives by increasing access to viable donor organs for those who are awaiting an organ transplant. To accomplish this mission, we partner closely with transplant stakeholders worldwide and help expand their access to healthy donor organs, while delivering the highest quality technology, service, clinical care and outcomes.

Driven by a passion for improving patient care, we make the impossible possible and keep our employees at the center of everything we do. Together, we strive to enhance the quality of life for transplant recipients and their families, fostering hope and healing in the journey toward better health.

Maximize your potential at TransMedics, Inc.

www.TransMedics.com

TransMedics is committed to equitable and transparent compensation. The expected hourly rate for this role is $33.20 -$41.42, which represents the company’s current good-faith estimate of compensation for this position. Actual hour rate will depend on factors such as, but not limited to, candidate experience, qualifications, skills, and the specific work location. Hourly roles may also be eligible for overtime, shift differentials, incentive programs, and our comprehensive benefits package (medical, dental, vision, retirement savings, paid time off, and wellness resources). We comply with all U.S. pay transparency laws and do not request or consider salary history.

Employee Benefit

Medical with Health Reimbursement Account through Blue Cross/Blue Shield of MA

Dental

Vision

Healthcare Flexible Spending Account

Dependent Care Flexible Spending Account

Short Term Disability

Long Term Disability

401K Plan

Pet insurance

Employee Stock Purchase Plan

TransMedics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law. We are committed to creating an inclusive environment for all employees.