At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team in the medical device industry. In this role, you will serve as a key point of contact for customers, including hospitals, clinics, distributors, and patients providing exceptional service and support throughout the order and delivery processes.

You will be responsible for processing orders, resolving product inquiries and handling complaints. Your ability to communicate clearly, manage competing priorities, and work collaboratively across departments will be essential in ensuring customer satisfaction and supporting the company’s vision to enable people to fulfill the dream of having a healthy baby. This is an excellent opportunity for someone with a background in customer service, healthcare, or medical device sales support who thrives in a fast-paced, regulated environment and is passionate about helping others.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels regarding product information, order status, technical support, and troubleshooting.
• Process and manage orders for medical devices, including quotes, order entry, changes, cancellations, and backorder updates in the ERP or CRM system.
• Coordinate with internal departments (e.g., Sales, Logistics, Quality, Regulatory, Account Receivable and Technical Support) to resolve issues and ensure timely and accurate fulfillment.
• Support field sales representatives and clinical teams by providing order updates, product availability and pricing information.
• Maintain accurate customer records including shipping preferences, pricing agreements, and support history.
• Work with Quality and Logistics to ensure swift resolution.
• Assist in onboarding new customers and clinics, ensuring smooth setup, account activation, and assisting with ordering.

Education and Qualifications:

• High school diploma or GED required.
• 2+ years of experience in customer service, preferably in the medical device, healthcare, or pharmaceutical industry.
• Experience working with ERP and CRM systems (e.g., SAP, Salesforce, Oracle, NetSuite) for order entry and customer interaction tracking.

Knowledge, Skills and Abilities:

• Understanding of medical device industry practices, terminology, and product lifecycle.
• Knowledge of order fulfillment processes, including logistics, inventory control, and returns.
• Awareness of healthcare provider workflows and how medical devices integrate into clinical settings.
• Working knowledge of CRM and ERP systems (e.g., Salesforce, SAP, Oracle) and how they relate to customer service operations.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with healthcare professionals.
• Strong organizational skills with attention to detail and ability to manage multiple priorities in a fast-paced environment while maintaining accuracy.
• Demonstrated problem-solving abilities and a customer-first mindset.
• Ability to work both independently and collaboratively with cross-functional teams.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong customer service skills, with the ability to handle challenging situations professionally.
• Proficient in data entry and documentation, maintaining attention to detail under time constraints.
• Ability to adapt quickly to changing processes, products, or systems.
• Ability to handle sensitive information with discretion and maintain compliance with privacy and regulatory guidelines.
• Ability to empathize with customers, especially healthcare professionals and patients, and respond with urgency and care.

Benefits:

As a full-time employee, you are eligible for our comprehensive benefits, including:

• 401(k) with Employer Match
• Medical/Dental/Vision
• Basic Life and AD&D
• Short / Long Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Flexible Spending & Health Savings Account
• Paid Time Off
• 10 Paid Holidays

An offer of employment is contingent on the successful passing of a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.