Job Details
About the Job:SpineCraft develops, manufactures and distribute spine surgery implant & instrument systems that provide comprehensive spine care solutions to improve and enhance quality of life for patients with back pain, neck pain, degenerative disc conditions, spine deformities and injuries due to #xE2;We are looking for Inventory & Traceability Specialist to join our team in Westmont, #xE2; Position Summary:The Customer Operations Specialist ensures seamless customer support and operational efficiency in a regulated industry ( pharmaceutical, medical devices, or biotechnology). This role combines customer service, data analysis, and compliance management to resolve inquiries, maintain traceability records, and optimize workflows. The ideal candidate is detail-oriented, adept at interpreting technical data, and capable of working independently in a fast-paced environment.
- Serve as the primary point of contact for customer inquiries, including order status, product traceability, and regulatory compliance.
- Handle incoming communications from distributors and their administrative offices, hospitals, and other company clients.
- Work in partnership with field and inside sales teams to meet and exceed all service expectations.
- Maintain accurate customer account information including invoicing, backorders and shipping information and special handling instructions.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Analyze ERP, PLM, and track-and-trace system reports to provide accurate product information (e.g., batch/lot history, shipment tracking).
- Ensure compliance with FDA and ISO requirements in all customer communications and documentation.
- Collaborate with Quality Assurance, Supply Chain, and Regulatory Affairs teams to resolve customer issues promptly.
- Manage customer product inquiries, complaints and returns ensuring proper documentation and escalation when needed.
- Identify process inefficiencies and recommend improvements to enhance customer experience and operational workflows.
- Maintain detailed records of customer interactions and follow up to ensure resolution.
- Work on clerical projects as needed and perform other duties, as assigned.
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