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Customer Operations Coordinator

We’re Eargo and we’re on a mission to disrupt and transform the hearing health industry! We’re looking for passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers. We’re tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun. Because it takes passion to change the world and if you have passion in what you’re doing, you naturally have fun doing it. But, we do have a serious side. Over 48 million Americans currently experience hearing loss and 80% of them do nothing about it. More often than not it’s related to social stigma. This is why we exist…to give people their hearing without the social stigma so that they can go on being the cool person they are. That’s why we get out of bed in the morning and we take that seriously.

Does this sound like a place you want to work? Well, you’re in luck! We’re looking for some great minds to join us on our journey. The Client Operations Coordinator is a dynamic problem solver who thrives on operational challenges. This person has broad responsibilities throughout the customer life cycle. Whether tracking down orders, determining the root cause of a client issue, or monitoring performance metrics, attention to detail and strong organization skills are critical. In addition to the responsibilities listed below, this person must have excellent communication skills in order to resolve logistic and process issues in partnership with sales, support and audiologists.

Key Responsibilities:

  • Serve as escalation point for any logistical issues for Sales, Client Care, or Hearing Professionals
  • Create RMAs using Salesforce and Netsuite
  • Track RMA shipping and returns
  • Create Complaint Reports using Omnify
  • Solve shipping problems with UPS/FedEx such as client address changes, etc.
  • Perform visual inspection of devices returned for RMA and perform physical receipt

Minimum qualifications:

  • 2 - 4 years of operational, logistical or project management experience
  • Strong organization and documentation skills
  • Ability to troubleshoot and resolve issues in a timely manner
  • Exceptional verbal and written communication skills

Preferred qualifications:

  • Experience with the Salesforce.com
  • Experience with Netsuite
  • Experience with RMA process
  • Experience with 3PL partner
  • Great time management and prioritization skills
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