Customer Service Specialist

About the Company

We improve the safety of patients, clinics, their staff and the environment by transforming the way infection prevention practices are understood and conducted and introducing innovative technologies that deliver improved standards of care. Nanosonics is a company that specializes in the development of innovative solutions for the automated reprocessing of reusable medical devices.

Today, Nanosonics has a global presence with offices across Australia, Canada, the United States of America, Europe, the United Kingdom and Japan. Global HQ is located in Macquarie Park, Sydney, where all Research & Development, Manufacturing and Corporate functions reside. The US Corporate HQ is located in Indianapolis, IN.

The Customer Service Specialist within the North America headquarter site in Indianapolis, IN and will partner with other Leaders in Indianapolis office to establish and maintain an engaged, aligned, and high performing culture.

Specific Responsibilities & Accountabilities:

The Customer Service Specialist is responsible for delivering high-quality customer support and managing order processing activities in a fast-paced medical device manufacturing environment. This role supports the accurate and efficient processing of orders for consumable medical supplies and capital equipment while ensuring exceptional service for customers and internal stakeholders.

The Customer Service Specialist acts as a key operational resource responsible for managing high-volume order transactions, handling inbound customer inquiries, and maintaining customer website access. This role requires strong attention to detail, effective communication skills, and the ability to prioritize multiple responsibilities while maintaining accuracy and compliance within a regulated industry.

Skills and Experience:

Order Processing & Transaction Management

• Process high volumes of customer orders for consumable medical supplies and capital equipment with a high degree of accuracy and efficiency.
• Review and validate purchase orders to ensure correct pricing, product configuration, contract alignment, and shipping requirements.
• Enter and manage orders within Microsoft Dynamics 365 (D365) and other internal systems.
• Manage and monitor EDI order transactions and GHX order workflows, ensuring successful processing and resolution of errors or exceptions.
• Coordinate with internal teams including manufacturing, supply chain, logistics, sales, and finance to ensure timely order fulfillment.
• Monitor open orders and proactively communicate order status updates, delays, or backorders to customers and internal stakeholders.
• Investigate and resolve order discrepancies, pricing questions, shipment issues, and customer-impacting errors.

Education:

• High School diploma or GED

Personal Attributes:

• Serve as a primary contact for inbound customer calls, emails, and system inquiries.
• Provide professional and timely support regarding order status, product availability, pricing inquiries, and shipment tracking.
• Maintain detailed documentation on customer interactions within the customer service platform.
• Demonstrate strong communication and problem-solving skills when addressing customer concerns or escalations.
• Manage customer website access, including password resets, account setup, and user access troubleshooting.
• Assist customers with navigation of the company website.
• Assist with new customer account setup and account maintenance within company systems.
• Maintain accurate customer records, shipping information, and account data.
• Provide administrative support related to order documentation, contract verification, and reporting.

What We Offer:

• Competitive pay

• Medical, dental, and vision benefits with employer HSA contributions and FSA options

• Immediately vested 401K (US) with company match

• Paid Vacation, Holidays and Sick Time

• Make a difference in your community with 8 hours of Volunteer Paid Time Off each year, giving you the ability to support a cause or organization of your choice.

• Employer-paid short-term disability, long-term disability, and life insurance

• Robust Employee Assistance Program

• Opportunities to expand your skill set and share your knowledge across a ASX publicly traded, global organization

Nanosonics is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and respected. We welcome applicants of all backgrounds and strive to ensure equal opportunities in recruitment, development, and advancement. We uphold the principle of equal pay for equal work and actively work to eliminate any unexplainable pay gaps. If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.