Customer Service & Sales Administrator
Cytrellis Biosystems, Inc., Woburn, Massachusetts, us, 01813
Description
The Customer Service & Sales Administrator will be an integral partner on the customer service and commercial support team, providing high-quality customer service and sales administration support to both customers and internal stakeholders. This role collaborates closely with cross-functional teams including Sales, Field Service, Operations, Quality, Finance, and Clinical to ensure customer service and order execution are delivered in alignment with company goals and quality standards. The Administrator is responsible for managing inbound and outbound customer service interactions, sales order administration, and service-related coordination, while ensuring accurate and timely data flow across ERP and CRM systems. This position plays a key role in delivering a consistent, professional, and “best in class” customer experience by following standardized workflows, supporting continuous process improvement, and maintaining clear communication across teams. This is a hands‑on, individual contributor role focused on execution, coordination, and operational accuracy. It does not include people management responsibilities.
Requirements Customer Service & Support
Serve as a point of contact for inbound and outbound customer communications via phone and email.
Resolve customer inquiries, issues, and complaints in a timely and professional manner, escalating appropriately.
Maintain accurate documentation of customer interactions, transactions, and complaints in CRM and ERP systems.
Coordinate with Technical Support, Clinical, Quality, and Field Sales teams to ensure timely resolution of customer needs.
Participate in on‑call coverage as required.
Sales Administration & Order Management
Process and manage sales orders, order changes, returns, credits, and RMAs with a high level of accuracy.
Support Sales with order administration, quotations, service‑related documentation, and customer follow‑up.
Coordinate shipping, installations, repairs, loaners, and related logistics with Operations.
Support service agreements and service‑related order administration as directed.
Process credit card payments and ensure compliance with internal financial controls.
Systems, Data & Process Support
Maintain accurate customer, order, and service records across ERP and CRM platforms (e.g., NetSuite, Salesforce, HubSpot).
Manage shared inboxes and ensure timely response to customer and internal requests.
Assist with reporting, data tracking, and operational analysis using Excel and system tools.
Identify process gaps and provide feedback to leadership to improve efficiency and customer experience.
Follow standardized workflows and contribute to continuous improvement initiatives.
Quality & Compliance
Comply with all elements of the Quality Management System.
Support complaint intake and documentation in accordance with medical device regulatory requirements.
Partner with Quality and Regulatory teams as needed for investigations or follow‑up activities.
Experience & Training
4+ years of experience in customer service, sales administration, order management, or related operational roles, preferably within medical devices, life sciences, manufacturing, or other regulated environments.
Demonstrated experience managing high‑volume customer interactions and complex order workflows.
Strong working knowledge of ERP and CRM systems (e.g., Oracle, SAP, NetSuite, Salesforce, HubSpot).
Experience handling RMAs, service agreements, order fulfillment, and field team coordination.
Strong Microsoft Office skills, particularly Excel (sorting, lookups, pivot tables).
Excellent written and verbal communication skills with the ability to interact effectively across functions.
Highly organized, detail‑oriented, and comfortable working independently in a fast‑paced, evolving environment.
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Requirements Customer Service & Support
Serve as a point of contact for inbound and outbound customer communications via phone and email.
Resolve customer inquiries, issues, and complaints in a timely and professional manner, escalating appropriately.
Maintain accurate documentation of customer interactions, transactions, and complaints in CRM and ERP systems.
Coordinate with Technical Support, Clinical, Quality, and Field Sales teams to ensure timely resolution of customer needs.
Participate in on‑call coverage as required.
Sales Administration & Order Management
Process and manage sales orders, order changes, returns, credits, and RMAs with a high level of accuracy.
Support Sales with order administration, quotations, service‑related documentation, and customer follow‑up.
Coordinate shipping, installations, repairs, loaners, and related logistics with Operations.
Support service agreements and service‑related order administration as directed.
Process credit card payments and ensure compliance with internal financial controls.
Systems, Data & Process Support
Maintain accurate customer, order, and service records across ERP and CRM platforms (e.g., NetSuite, Salesforce, HubSpot).
Manage shared inboxes and ensure timely response to customer and internal requests.
Assist with reporting, data tracking, and operational analysis using Excel and system tools.
Identify process gaps and provide feedback to leadership to improve efficiency and customer experience.
Follow standardized workflows and contribute to continuous improvement initiatives.
Quality & Compliance
Comply with all elements of the Quality Management System.
Support complaint intake and documentation in accordance with medical device regulatory requirements.
Partner with Quality and Regulatory teams as needed for investigations or follow‑up activities.
Experience & Training
4+ years of experience in customer service, sales administration, order management, or related operational roles, preferably within medical devices, life sciences, manufacturing, or other regulated environments.
Demonstrated experience managing high‑volume customer interactions and complex order workflows.
Strong working knowledge of ERP and CRM systems (e.g., Oracle, SAP, NetSuite, Salesforce, HubSpot).
Experience handling RMAs, service agreements, order fulfillment, and field team coordination.
Strong Microsoft Office skills, particularly Excel (sorting, lookups, pivot tables).
Excellent written and verbal communication skills with the ability to interact effectively across functions.
Highly organized, detail‑oriented, and comfortable working independently in a fast‑paced, evolving environment.
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