Establishment Labs · 4 days ago
Customer Care Representative (Austin, Texas)
USA, Texas, United States
Full-time
Onsite
Mid Level
3+ years expEstablishment Labs is an innovative company in the medical device and aesthetics industry, seeking a Customer Care Representative to provide world-class customer service to Medical Devices customers and Field Sales Agents. The role involves handling inbound calls and electronic inquiries, maintaining customer relationships, and collaborating with internal departments for account maintenance.
BiotechnologyHealth CareManufacturingMedical Device
Responsibilities
Conducts oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the company policies and guidelines
Process requests received from customers and the sales teams including orders, returns, product pricing inquiries, and general customer account questions
Respond to inquiries from customers regarding status of orders and returns, availability of products and questions about our product portfolio
Create and maintain cases in Salesforce for all service-related activities (orders, complaints, etc) ensuring timely and accurate resolution
Communicates with internal counterparts across the organization in such areas as Finance, Customer Master, Post Market Surveillance, Shipping/Warehouse, and the Sales team
Facilitates the returned goods process for all order types as needed
Responsible for timely processing of order requests for Flash Program, Direct Sale, Warranty, and Consignment Billing with replenishment
Qualification
Required
Minimum of 3-5 years Customer Service experience (preferably in the medical device or pharmaceutical industry) including a fast-paced call center environment
Proficiency in MS Office tools (Outlook, Excel, Word)
Experience or Proficiency in Salesforce and SAP strongly recommended
Ability to develop, strengthen, and maintain partnerships with others inside or outside the organization, who can provide information, assistance, and support
Intuitive customer focused mindset coupled with an enthusiastic and collaborative team-oriented aptitude
Strong interpersonal skills with the ability to effectively communicate at all levels internally as well as externally
Self-starter and strategic thinker with demonstrated ability to work independently and a willingness to take ownership, accepting responsibility for actions and decisions
Acute problem-solving aptitude balancing the needs of the company objectives while empathizing with the customer and their situation
Strong attention to detail and excellent execution capabilities for completing tasks within SLA. Innate ability to manage multiple priorities, an instinctive eye for attention to detail, and a passion for delivering quality results in a timely fashion
Excellent oral and written English communication skills are required. Other languages are a plus
High School Diploma
Preferred
Associate degree or Bachelor's degree preferred
Company
Establishment Labs
Establishment Labs, the next generation breast aesthetics company,
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$580.7MKey Investors
Oaktree Capital ManagementMadryn Asset Management
2024-11-07Post Ipo Equity· $50M
2024-01-09Post Ipo Equity· $50M
2023-04-24Post Ipo Equity· $78.7M
Leadership Team
R
Raj Denhoy
Chief Financial Officer
Rosalyn D'incelli
Vice President, Clinical and Medical Affairs
Recent News
2026-01-13
2026-01-01
MarketScreener
2025-12-29
Company data provided by crunchbase