Customer Service/Sales Support Representative
Vesalio, Dallas, TX, United States
Vesalio, Inc. is a thrombectomy company committed to advancing the care of patients suffering from vascular occlusion by delivering innovative technologies that enhance clinical outcomes. Vesalio has developed devices such as NeVa®, pVasc®, NeVa NET®, NeVa VS®, enVast™, and related aspiration catheters for vascular intervention, addressing one of the most urgent healthcare challenges worldwide. Headquartered in Dallas, Texas, Vesalio is dedicated to making a meaningful impact on patients' lives and supporting healthcare professionals everywhere.
Position Description This is a full-time role based on-site in Dallas, Texas. The Customer Service/Sales Support Representative plays a vital role in supporting healthcare providers and our sales teams by ensuring seamless communication, accurate order management, and timely resolution of inquiries. This position serves as the frontline connection between our company, our customers, and our sales teams. The primary goal is to provide timely and accurate support for the ordering and delivery of our products.
Duties and Responsibilities
Serve as one of the primary points of contact for customers and our commercial team.
Respond to inquiries regarding product information, orders, shipments, warranties, and technical support.
Process orders, returns, and replacements in compliance with FDA and industry regulations.
Provide support to our sales representatives and management for onboarding new accounts, entering accounts into internal systems, establishing customer pricing, addressing VAC documentation needs, and assisting with hospital contracting.
Collaborate with sales, accounting, quality, and operations teams to respond to customer opportunities and resolve customer issues.
Provide proactive communication regarding product availability, pricing, and shipping updates.
Maintain precise records within the CRM and ERP systems to ensure sales data and customer billing accuracy.
Ensure compliance with HIPAA and other healthcare privacy standards when handling sensitive information.
Other duties may be occasionally assigned.
Skills and Qualifications
High school diploma required. Associate or bachelor’s degree preferred.
3+ years of customer service experience, ideally in healthcare, pharmaceuticals, or medical devices.
Strong oral and written communication skills in English are required. Knowledge of additional languages will be considered an asset.
Ease with MS Office programs and tools.
Other Desired Skills and Abilities Organizational Skills
Ability to manage multiple priorities in a fast‑paced environment.
Attention to detail in handling data, documentation, and customer requests.
Effective task prioritization to balance urgent and routine responsibilities.
Maintaining accurate records for easy retrieval and compliance.
Process‑oriented mindset to follow established workflows and improve efficiency.
Analytical Skills
Strong critical thinking and problem‑solving skills.
Skilled in identifying trends, patterns, and root causes.
Capacity to evaluate options and recommend effective solutions.
Ability to anticipate problems and propose preventive measures.
Competence in evaluating customer feedback and operational data to improve processes.
Interpersonal skills
Communicates effectively, orally and in writing, with internal and external contacts, third parties and customers.
Team‑oriented with a willingness to collaborate across departments.
Can handle restricted, confidential, private, or personal information.
Commitment to maintaining compliance and ethical standards in the medical device industry.
Demonstrates a high standard of work ethics and professionalism towards Vesalio and its partner teams, customers, and third parties.
Empathy and professionalism when interacting with healthcare providers.
Compensation and Benefits Compensation for this role will be in line with relevant experience. Vesalio offers employees a benefits package encompassing health insurance, dental and vision plans, life insurance, and a 401(k) plan with employer matching.
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Position Description This is a full-time role based on-site in Dallas, Texas. The Customer Service/Sales Support Representative plays a vital role in supporting healthcare providers and our sales teams by ensuring seamless communication, accurate order management, and timely resolution of inquiries. This position serves as the frontline connection between our company, our customers, and our sales teams. The primary goal is to provide timely and accurate support for the ordering and delivery of our products.
Duties and Responsibilities
Serve as one of the primary points of contact for customers and our commercial team.
Respond to inquiries regarding product information, orders, shipments, warranties, and technical support.
Process orders, returns, and replacements in compliance with FDA and industry regulations.
Provide support to our sales representatives and management for onboarding new accounts, entering accounts into internal systems, establishing customer pricing, addressing VAC documentation needs, and assisting with hospital contracting.
Collaborate with sales, accounting, quality, and operations teams to respond to customer opportunities and resolve customer issues.
Provide proactive communication regarding product availability, pricing, and shipping updates.
Maintain precise records within the CRM and ERP systems to ensure sales data and customer billing accuracy.
Ensure compliance with HIPAA and other healthcare privacy standards when handling sensitive information.
Other duties may be occasionally assigned.
Skills and Qualifications
High school diploma required. Associate or bachelor’s degree preferred.
3+ years of customer service experience, ideally in healthcare, pharmaceuticals, or medical devices.
Strong oral and written communication skills in English are required. Knowledge of additional languages will be considered an asset.
Ease with MS Office programs and tools.
Other Desired Skills and Abilities Organizational Skills
Ability to manage multiple priorities in a fast‑paced environment.
Attention to detail in handling data, documentation, and customer requests.
Effective task prioritization to balance urgent and routine responsibilities.
Maintaining accurate records for easy retrieval and compliance.
Process‑oriented mindset to follow established workflows and improve efficiency.
Analytical Skills
Strong critical thinking and problem‑solving skills.
Skilled in identifying trends, patterns, and root causes.
Capacity to evaluate options and recommend effective solutions.
Ability to anticipate problems and propose preventive measures.
Competence in evaluating customer feedback and operational data to improve processes.
Interpersonal skills
Communicates effectively, orally and in writing, with internal and external contacts, third parties and customers.
Team‑oriented with a willingness to collaborate across departments.
Can handle restricted, confidential, private, or personal information.
Commitment to maintaining compliance and ethical standards in the medical device industry.
Demonstrates a high standard of work ethics and professionalism towards Vesalio and its partner teams, customers, and third parties.
Empathy and professionalism when interacting with healthcare providers.
Compensation and Benefits Compensation for this role will be in line with relevant experience. Vesalio offers employees a benefits package encompassing health insurance, dental and vision plans, life insurance, and a 401(k) plan with employer matching.
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